AI is creating the possibility of a truly seamless, end-to-end customer experience, from product discovery and recommendations through to resolving a dispute, managing an account, or handling a subscription.

But most customers have already been let down by a generation of automated customer service tools that promised this and failed to deliver it. Earning back that trust takes more than a smarter model. It takes an agent built to survive production: compliant, reliable, and able to integrate effortlessly into the operations of the world's biggest brands.

Juan Ruiz Pozuelo, Product Manager at Sierra, will explore what it actually takes to build an agent that can carry a customer across their entire journey, and why, once that foundation is in place, the agents that win are the ones that keep learning from every customer conversation. That context moves CX teams from reactive to proactive, and from cost savings to revenue growth, in a world where everyone has access to the same intelligence.