Sushil Kumar — CEO, Cyara
Published:
The biggest lesson is that in this non-deterministic world, you have to rethink your testing and monitoring criteria as a multidimensional rubric where you look into a whole bunch of metrics in terms of, like I said, speech-to-text translation, in terms of latency, in terms of accuracy, but also the compliance angle. Did you comply? If you are in the healthcare sector, did you comply with it? The EU had just come with the EU AI Act, did you comply with the various provisions of that? And you have to demonstrate that.
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-the-biggest-lesson-is-that-in-this-non-deterministic-world