AI can automate tasks at lightning speed—but without customer context and domain expertise, it delivers incomplete answers and fragmented outcomes. At Gainsight, we’ve learned that building AI agents that drive real business value requires more than large models and data access—it requires deeply understanding the work humans actually do. In this session, we’ll share how we intentionally design AI agents by breaking complex business functions into discrete, repeatable tasks, then embedding the right subject-matter knowledge, customer context, and decision logic into each agent. While our agents focus on Customer Success, these principles apply broadly.

Key Takeaways
- How to design AI agents around real work, not abstract capabilities
- Why customer context and domain expertise are essential
- A repeatable framework for building value-driven agents