Kevin Lee — CTO, NiCE
Published:
You cannot have that black box when you ask 10 questions and you get 12 different answers. A single hallucination is unacceptable for highly regulated organizations, and that’s why we take those extra precautions and steps.
What does Kevin Lee say on The Agile Brand with Greg Kihlström?
Kevin Lee, CTO, NiCE, says: NiCE CTO Kevin Lee explains why many enterprise AI pilots stall and how organizations can move from proof-of-concept to production. He advises prioritizing high-impact use cases from historical interaction data, embedding governance and determinism for regulated contexts, and selecting unified platforms that allow capabilities to compound across chat, voice, and human-agent augmentation to scale AI responsibly.
From: The Agile Brand with Greg Kihlström
Cite as: Kevin Lee. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/kevin-lee-you-cannot-have-that-black-box-when-you-ask-10-questions-and