Abstract

In this masterclass, we will explore the real challenges organizations face when deploying AI agents into production within regulated and high-risk industries, and how successful teams overcome them. The session focuses on conversational AI agents in domains such as banking, healthcare, fintech, and insurance - where trust, compliance, and operational control are critical. We will examine why many GenAI initiatives stall before reaching production, what typically breaks once agents begin interacting with real customers, and how organizations can regain visibility and confidence in agent behavior. The masterclass presents a practical perspective on treating AI agents as a managed workforce, covering oversight, feedback loops, training, and performance management as essential building blocks for safe, scalable deployment in production environments.