Fireside Chat: AI Agents Customers Actually Like and CX Teams Trust

AI Agents Customers Actually Like and CX Teams Trust with Steve Nouri

Now Available On-Demand

Making AI agents look great in a demo is easy. Building ones that customers want to engage with and businesses can trust in the real world is the challenge. The gap between a slick demo and enterprise-ready AI agents for CX has never cost more to ignore.

In this fireside chat, Cresta and Steve Nouri, global AI leader and Founder of GenAI Works, discuss deploying enterprise-ready AI agents in customer experience.

What You’ll Learn

Jump to a section in the replay:

10:06 — Why demos don't predict production performance
The critical differences between controlled demos and real-world deployments, including the unpredictable customer behaviors, edge cases, and operational complexity that expose weaknesses only after launch.

15:47 — Escaping the "model obsession" trap
Why most underperforming AI deployments are not caused by model limitations, and how issues related to workflows, data, integrations, and operational design create the majority of friction in production.

19:00 — What it takes to build enterprise-ready AI agents
The five foundational requirements for successful AI agents—clear boundaries, enterprise context, operational integration, governance, and human trust—and how to assess whether your organization is truly prepared to support them.

25:40 — How to evaluate and stress-test agents before launch
A practical framework for simulation, testing, and evaluation that helps teams measure reliability, uncover failure modes, and determine when an agent is ready to operate confidently at scale.

31:03 — Designing bounded autonomy and escalation frameworks
How organizations can define decision-making boundaries for AI agents, determine appropriate levels of autonomy, establish escalation paths, and assign ownership for governance and risk management.

37:17 — Three questions CX leaders should ask before starting AI initiatives
A roadmap for identifying the right use cases, prioritizing opportunities with the highest impact, and reducing risk by focusing automation efforts where they are most likely to succeed.

40:35 — Building the teams and roles required for AI operations
How leaders can prepare for the new work created by AI in production, including agent monitoring, governance, workflow design, and quality oversight, while balancing external hiring with internal upskilling.

One platform for human and AI agents

Cresta is a unified AI platform for human and AI agents, helping CX organizations move beyond automation-first thinking to build high-performing hybrid workforces with omnichannel AI agents, real-time agent augmentation, and the guardrails required to scale with confidence.

Request a personalized demo here.

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