Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan

What happens when a critical AI model suddenly becomes unavailable, and your customer-facing workflows depend on it?In this CX Today interview, Nicole Willing speaks with Ashish Nagar, Founder and CEO of Level AI, about the enterprise risks behind AI vendor dependency, model availability, and data control. Following reports of Anthropic withdrawing frontier models after U.S. export control requirements, Nagar explains why CX leaders need to look beyond surface-level AI performance and ask harder questions about resilience.The discussion explores why public large language model (LLM) dependency can create operational, financial, and customer experience risks, especially when AI is embedded into high-volume workflows such as voice agents, customer service automation and contact center analytics.For customer experience leaders evaluating AI vendors, the interview highlights the procurement questions that matter most: who controls the model, how data is used, whether performance is reliable at scale and what happens if an underlying AI provider changes access, pricing, or availability.