Agents won’t define the next wave of AI — it will be shaped by the infrastructure that makes them usable, scalable, and domain-relevant. As AI becomes more accessible, differentiation won’t come from building another solution. It will come from orchestrating secure, high-quality data, integrating human expertise, and enabling real-world workflows that drive outcomes — not just outputs.

Think of AI infrastructure not just as cloud compute but as the ecosystem: accelerators, domain-specific toolkits, secure data pipelines, orchestration layers, and customizable LLM marketplaces. This is where real value lives — and companies with deep operational expertise can create durable moats. The future of AI is practical, domain-based, and workflow-first. And it’s already being built.

LEARNING OBJECTIVES

• Appreciate how ChatGPT can do impressive things without necessarily building a better bot.
• Understand how the real breakthrough created by GenAI is making the entire operation smarter and more personalized.
• Apply use cases to show how GenAI can allow for fewer reasons to call customer service.