Are You Building the Wrong AI Agent Strategy? Debunking 3 AI Agent Myths in CX

Businesses are racing to deploy AI Agents—but are they solving for what customers actually want?

In this webinar, Robin Gareiss, CEO and Principal Analyst at Metrigy and Lilian Zhao, Head of Forward-Deployed Product Management at Cresta, will share new research revealing a striking gap between what businesses think customers want from AI agents and real consumer preferences. 

Together, they’ll unpack three myths shaping AI strategy in customer experience today, and explore why the future of CX isn’t about maximizing automation, but knowing how to drive better outcomes through intelligent orchestration of AI and humans. 

Attendees will learn:

• Why AI capability doesn’t equal customer preference, and how expectations vary by interaction and context
• Why escalation to a human can actually be critical to customer trust
• When AI should lead, when humans should step in, and how the two work together seamlessly.