Sushil Kumar — CEO, Cyara
Published:
The biggest risk that I think, if I have to summarize it, is knowing but not having a plan to deal with the reality that AI is amazing, but it’s not perfect. So it’ll get you 90, 95% there, but what’s your strategy to contain that 5%? And those 5% impacts could be devastating for a business, for your brand, for your trust. So if there is one thing that I always ask my customer executives is, 'What is your plan for that 5% or 10% when AI doesn’t get it right?'
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-risk-that-i-think-if-i-have-to-summarize-it-is