Why "Just Adding AI" Isn't Enough for Today’s CX Teams

June 23, 20261:00 PM ET

What’s in store

Everyone is shipping AI. Not everyone is shipping AI you can trust with a refund, a compliance decision, or an escalation. There's a reason enterprise CX leaders are cautious, and it's not technophobia.

It's that most AI tools give you intelligence without control, and in customer service, that's a liability.

In this session, we'll break down why the next generation of CX AI requires two distinct capabilities working in tandem: predictive reasoning for complex, nuanced conversations, and deterministic logic for the moments where outcomes cannot be left to probability. Then we'll demo exactly how to configure that balance inside Kustomer's AI for Customers without writing a line of code.

You'll come away with:

A clear explanation of the difference between predictive AI and deterministic logic and why enterprise CX requires both
The specific use cases where "just AI" breaks down: refunds, policy enforcement, regulatory compliance, and high-risk escalation
A live walkthrough of how to set up coded procedures inside Kustomer so your AI always knows when to reason freely and when to follow the rules

We want to equip you with the insight you need to know which workflows in your org are ready for full AI autonomy and which ones need guardrails first. Join us.