AI Agents are moving from pilot projects to daily operations, but most CX teams are still unsure where the line between hype and real capability sits. This session cuts through the noise to unpack what's actually working: which use cases are ready for autonomous handling today, which still need a human in the loop, and how leading teams build the trust and control needed to scale AI safely.

This is a practical look at real deployment decisions, based on LuxCreo's case study: pairing deterministic guardrails with predictive reasoning so AI Agents follow policy while still handling nuance, using unified customer data to turn a scripted bot into an agent that can actually resolve issues, and measuring ROI beyond deflection rate alone. Attendees will leave with a framework for evaluating their own AI Agent readiness and a clear-eyed view of where the technology actually sits today.

Attendees will learn:

• How to identify which CX workflows are ready for autonomous AI Agent handling today, and which still need a human in the loop
• Concrete examples of AI Agents resolving issues end-to-end (processing a return, updating an order, issuing refunds) without a human needing to step in
• How to measure AI Agent ROI beyond deflection rate, using real numbers from a live production deployment