For businesses, the potential is transformative: AI agents that can handle complex service interactions, support employees in real time, and scale seamlessly as customer demands shift. But the move from scripted, deterministic flows to non-deterministic, generative systems brings new challenges. How can you test something that doesn’t always respond the same way twice? How can you balance safety and flexibility when giving an AI system access to core infrastructure? And how can you manage cost, transparency, and ethical risk while still…
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