From AI Copilots to Autonomous Agents: What It Takes to Put Agentic AI Into Production
About this session
The evolution from AI copilots to autonomous agents represents a fundamental shift in how enterprises build and operate technology. Copilots assist people; agents can reason, make decisions, take actions, and increasingly own parts of an end-to-end business workflow. But moving from an impressive AI demonstration to a trusted production system is far more complex than improving the underlying model.
This session explores the practical lessons of building and scaling agentic AI in enterprise customer service. Drawing on real-world product development and deployment experience, it examines the challenges organizations encounter when AI moves from recommendation to action—including reliability, grounding, human oversight, governance, observability, evaluation, customer trust, and measurable business value.
The session will explore how product and technology leaders can determine the right level of autonomy, design effective human-in-the-loop experiences, establish guardrails without eliminating the benefits of automation, and build feedback loops that continuously improve agent performance. It will also examine the organizational changes required when AI agents begin participating directly in customer and employee workflows.
Speaker
Key takeaways
- Understand the shift from copilots to autonomous agents — how AI evolves from assisting users to reasoning, making decisions, and executing end-to-end workflows.