The job of managing AI agents is moving from IT to the customer experience team
Experts say companies already have someone who owns the technology; what is missing is someone to take responsibility for what the agent tells customers.
What's happening
According to CX Network, technical roles that sat under IT are now moving into customer service and support. In recent months, Preply, Bullhorn, Accenture, and Amazon have added AI management titles or requirements to their job postings. According to Shalini Sivasamy of New York Life, once an agent starts talking to customers, the hard questions are less about the model and more about tone, policy, and trust. Engineering builds the platform, but the customer experience team decides how the agent behaves.
Whose desk it lands on
The executive responsible for customer experience. Who currently decides what the agent will tell customers and when it will hand the work over to a human?
Our view
The CX Brief's interpretation, not a claim made by the source.
Engineering builds the agent, but the customer experience team deals with the consequences of what it says to customers. The AI management requirements appearing in job postings from Preply to Amazon show that this responsibility is now reflected in hiring as well.
