Transforming Customer Experience in Enterprises with AI Agents
As someone who never initially aspired to be a CEO, my journey into founding and leading Wayfound has been unexpected but deeply fulfilling. In a recent conversation on "Masters of Automation," I had the opportunity to share how I see AI agents transforming enterprise customer experience (CX)—not by improving efficiency, but by enabling richer, more personalized interactions.
Why I Chose AI Agents Over Traditional Chatbots
The journey began during my advisory role at a venture studio. We were exploring chatbot technologies when I proposed something more advanced: AI agents. Unlike chatbots, these agents behave more like intelligent interns—they require onboarding, feedback, and training, but in return, they can learn, adapt, and contribute creatively to an organization.
Building a Platform for Intelligence Management
I saw a gap in the market: no one was building tools to manage emerging AI intelligences as collaborators. At Wayfound, we’ve created a platform that allows businesses to:
- Facilitate agent meetings: Just like team members, agents can participate in meetings with defined agendas and shared goals.
- Collaborate effectively: These agents exchange context and work together to solve problems.
- Maintain full transparency: Human operators can trace every decision, ask follow-up questions, and manage agent performance just as they would with employees.
Putting Experience Before Efficiency
Throughout my career, I've realized that winning in business isn’t about being more efficient—it's about offering a better customer experience. At Wayfound, our clients are using AI agents to:
- Offer smarter, more personal onboarding
- Customize product experiences
- Empower self-service interactions without compromising quality
Our clients quickly move past simple automation and begin designing experiences they previously couldn’t imagine.
How We Ensure Agent Quality
We’ve implemented continuous feedback mechanisms:
- Nightly self-assessments: Each agent reviews its performance and suggests new directives.
- Managerial reviews: Human supervisors evaluate agents and determine top and underperformers.
- Performance improvements: Agents can be directed to enhance specific areas and monitored for progress over time.
My Vision for the Future
I truly believe that AI agents will grow from interns to executives. The better the models and tuning, the more capable they become. One day, these agents could sit on our boards—bringing in diverse perspectives, managing workflows, and guiding strategy.
Conclusion
If we focus only on automating outdated processes, we miss the real opportunity. The true power of AI agents lies in creating new, delightful customer experiences. My mission with Wayfound is to provide the platform where humans and AI can work side by side, unlocking creativity and transformation across the enterprise.