For businesses, the potential is transformative: AI agents that may handle complex service interactions, support employees in real time, and scale seamlessly as customer demands shift. However the move from scripted, deterministic flows to non-deterministic, generative systems brings recent challenges. How will you test something that doesn’t all the time respond the identical way twice? How will you balance safety and adaptability when giving an AI system access to core infrastructure? And how will you manage cost, transparency, and ethical risk while still pursuing meaningful returns?
These solutions will determine how, and the way quickly, corporations embrace the following era of customer experience technology.
Verma argues that the story of customer experience automation over the past decade has been one in every of shifting expectations—from rigid, deterministic flows to flexible, generative systems. Along the way in which, businesses have needed to rethink how they mitigate risk, implement guardrails, and measure success. The longer term, Verma suggests, belongs to organizations that concentrate on outcome-oriented design: tools that work transparently, safely, and at scale.
“I imagine that the massive winners are going to be the use case corporations, the applied AI corporations,” says Verma.
