Sushil Kumar — CEO, Cyara
Published:
Here is a case where if the bot didn’t do that [prevent a PII breach], you will have a successful deflection rate, containment rate, even the customer would be happy, it’s just that you put your company out of compliance with potential bigger risks. So I would say a multi-dimensional rubric that looks against the compliance with the regulations, the policy, the biases, and the fact check… that’s what you have to look at.
What does Sushil Kumar say on The Agile Brand with Greg Kihlström?
Sushil Kumar, CEO, Cyara, says: This episode features Sushil Kumar, CEO of Cyara, discussing how enterprise customer experience leaders should balance the promise of agentic AI with its risks. Kumar stresses planning for the inevitable 5–10% of failures, moving beyond binary testing to a multidimensional rubric that includes accuracy, latency, compliance and bias, and establishing continuous, closed-loop assurance to protect brand trust while realizing efficiency gains.
From: The Agile Brand with Greg Kihlström
Cite as: Sushil Kumar. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/sushil-kumar-here-is-a-case-where-if-the-bot-didnt-do-that-prevent-a-pi