The Hallway Track
8 tracked signals on customer-experience.
Sierra builds customer-engagement agents using many parallel models per turn and isolated PCI infrastructure for payments.
“We have isolated infrastructure where payment info doesn't go to an external large language model cuz none of the LLM providers are PCI certified in that way.”
Cisco built an agentic feedback loop turning production thumbs-down signals into merged PR fixes with human oversight.
“every thumbs up is a lead. Every trace with an error is a potential regression. And every confused user is a description of a gap that needs to be addressed.”
Amazon acquired conversational AI firm Anodot, now part of Amazon Connect, as United Airlines deploys multimodal agentic automation for CX
“the ability our ability to speak to computers and be understood contextually and semantically has never been more capable than it is today”
Cisco built agentic systems to manage its $60B+ recurring-revenue customer-experience business and shares lessons learned.
“their mission in life is to maximize the value of the investment that someone did in Cisco”
Databricks argues context-enriched voice agents are ready to deliver real enterprise customer value.
AI commoditizes app-building so fast that companies must identify true differentiation or face disruption
“What are you building today that's differentiating that some startup with an army of AI agents couldn't just easily disrupt?”
Twilio and Azure AI Foundry integrate to build omnichannel AI agents with persistent cross-channel memory.
“56% of leaders say they're getting nothing out of AI”
Dominion Energy deployed agentic AI via Amazon Connect serving 2.8 million customers in production.
“we're going to talk about AI and how it's transforming customer experiences not in theory in production at scale”