About the session
Every modern support organization is exploring AI agents to automate repetitive queries, trigger workflows, and surface issues proactively. But the moment teams explore AI agents seriously, they run into the same question: should we build this ourselves or buy?
At first, building looks faster. Teams hack together workflows, agents, and integrations. But they soon run into:
- Endless maintenance cycles
- Fragile automations that break at scale
- Engineering hours pulled away from core business priorities
In fact, 95% of generative AI pilots fail to scale, not because the AI fails, but because organizations underestimate the infrastructure and bandwidth required to support it.
Forward-thinking companies are taking a different path. Instead of building agents in isolation, they’re adopting models that let them:
- Connect support, product, and engineering data into one foundation
- Build AI agents with full business context
- Scale automation safely with governance and control
This shift is helping teams build future-ready support organizations, and the customer is one of them.
In this webinar, you’ll hear how the customer approached this transformation, what worked, and what they learned.
This live session will cover:
- Why in-house AI agent projects struggle to scale
- The “buy the platform, build the agents” model
- How the customer is building agents for high-impact use cases
- How to scale AI safely, with guardrails and governance
- How to calculate ROI for agentic support
Agenda
Why in-house AI agent projects struggle to scale
Maintenance, fragile automations, and engineering bandwidth.
Buy the platform, build the agents
A platform-based approach to contextual AI agents.
High-impact agent use cases
The customer approach described in the event brief.
Scaling safely
Guardrails, governance, and control.
ROI for agentic support
Evaluating the value of agentic support.
