Beyond support: agents that improve CX and drive revenue
From single-question responders to long-horizon partners that pursue outcomes across the whole relationship, driving acquisition, retention and revenue. Sixteen senior leaders, one hour, on how to build them well.
Hosted by Rebecca Okin
Enterprise Solutions Engineer at Sierra. Rebecca builds Sierra’s agents with enterprise customers day to day, so she knows what production actually takes. She is moderating this table, not presenting to it.
Sierra is not another support chatbot: one agent across chat, email, messaging and voice, built to resolve rather than deflect, and charged only when a conversation is resolved. Ramp runs it at 90% resolution, Cigna went live in eight weeks, Nordstrom in five. Founded by Bret Taylor, chair of OpenAI, with Clay Bavor.
The support bot was the easy part
Deflecting a few routine questions was never the hard part, and it was never where the value sat.
The opportunity now is an agent that pursues outcomes across the whole customer relationship, driving acquisition and retention, not just shaving support costs.
Getting there is a leadership question as much as an engineering one, and most teams are working it out as they go.
Where it gets hard
Too many use cases
Everything looks like a candidate. The skill is choosing where an agent earns its keep first, then sequencing the rest, rather than spreading thin across a dozen half-built pilots.
No clear owner
Should the agent sit with engineering, CX or product, and who is accountable when it acts for a customer? Ownership decides how fast you move and how safely.
Engineering or business?
Some of this genuinely needs engineers. Some is better shaped by the people who know the customer. Knowing which is which is the difference between speed and a bottleneck.
Demo versus production
A polished demo proves almost nothing. Data, integrations, evaluation and guardrails are what separate an agent that survives real traffic from one that quietly fails at 2am.
A candid peer exchange, not a pitch
Sixty minutes, off the record under the Chatham House Rule. You do most of the talking. Nothing is attributed and nothing is recorded, so people say what actually broke, not the version that goes in the case study. Sierra moderates, it does not present.
What the table works through
Four questions. Everyone answers them for their own operation, out loud, and hears how eleven peers answered differently.
Which use cases should you prioritise?
Where an agent creates the most value first, and how you sequence the rest so momentum builds instead of stalling.
Who should build and own your agents?
Where the agent lives, who is accountable for what it does, and how build-and-own choices shape speed, cost and control.
Where is engineering essential, and where can business experts lead?
Which parts genuinely need engineers, and where the people closest to the customer can shape and run the agent directly.
What does it take to run agents safely at scale?
The data, integrations, evaluation and guardrails needed to launch, and to keep improving agents in production.
Build your own day across the event
aiblLIVE runs as five pillars, one for each function where AI is landing, plus a strategy layer.
Follow the one that matches your remit, or move across them and build your own day.
Customer
CCOs, CX Directors, Heads of Customer Success and Contact Centre Operations.
Explore the Customer trackEfficiency
COOs, CFOs, Chief Transformation Officers, VP Operations and Operational Excellence leads.
Explore the Efficiency trackAI Infrastructure
CIOs, CTOs, CDOs, Chief AI Officers, Heads of Data and AI Governance.
Explore the AI Infrastructure trackTransformation
CEOs, MDs, founders and Heads of AI or Transformation with the mandate across the business.
Explore the strategy layerPractical, hands on AI adoption
aiblLIVE is a working day, not a spectator sport.
A handful of formats carry the day, each with a clear job, and your pass is the whole event: follow one track end to end, or move freely across all five tracks and every format and build your own day. You are never tied to a single track.
At the centre is the Discovery Zone, the working hub that runs from the first coffee to the closing drinks.
Operator case studies
15 minutes from leaders who have put AI into production: the problem, the workflow, the result.
Hands-on workshops
45 minutes building with real AI tools on a real business challenge. Bring a laptop, leave with a workflow.
Live demos
Real tools on real data, run by the operators and partners who built them. Ask what worked, what broke and what it cost.
Boardroom roundtables
60-minute closed-door peer discussions under the Chatham House Rule.
Smart Networking
Meet the peers and partners worth your time, in a room that is 78% C-suite, MD or business owner.
Micro-consultations at the Expert Bar
Pre-booked 20-minute one-to-one appointments with specialists, matched to the challenge you bring.
Good to know
Is this a Sierra sales pitch?
No. Chatham House, peers only, Sierra moderating rather than presenting. Their job is to move the discussion and be challenged on it. If it turns into a demo, we have run it wrong.
Do I need to be deep into AI already?
No. The room spans teams running agents at scale and teams still deciding where to start. The four questions work from either end, and the mix is the point.
Does the seat include the rest of aiblLIVE?
Yes, an all-areas full-day pass across every pillar, not just Customer. The roundtable is 60 minutes of it; you are free to move around the whole agenda.
Request a seat at the table
Twelve seats, held by invitation. Request yours and we will confirm the details. If it is not for you, the full-day pass still stands.
