Why Most Enterprise Support Stacks Aren’t Ready for AI Agents

As customer support teams move from first-gen genAI co-pilots to autonomous agents, the real risk is assuming AI will “automate everything” without changing how support actually works. In this CX Today interview, Vishal Sharma, CTO at SearchUnify, explains why most enterprises still aren’t ready for fully autonomous support and what needs to happen first. Sharma breaks down the operational shift from “find” to “assist” to “act,” and why workflows and the underlying support stack must be rebuilt for machines, not just humans. Sharma also walks through the guardrails that matter most, from grounding responses with retrieval and citations to privacy checks, toxicity controls, and escalation paths when the agent should say “I don’t know.” Sharma also shares what it takes to deploy multi-agent orchestration without chaos, including clear agent roles, shared memory, and a master orchestrator.