As businesses rush to deploy autonomous AI agents, the fear of the "black box" remains the biggest barrier to entry. At AWS re:Invent 2025, Amazon Connect’s Americas Solutions Architecture Leader Mike Wallace reveals how to move from hype to production without flying blind.
In the race to adopt Agentic AI systems that can reason, make decisions, and take action on behalf of customers, CX leaders are facing a critical safety challenge. How do you trust an AI to negotiate refunds or handle sensitive data without a human in the loop?
According to Mike Wallace, the answer lies in treating your AI exactly like a pilot.
Take that same care of your Agentic AI... apply the same logic that you put against your human agents into your agent AI, and you'll be successful
In this exclusive interview from the re:Invent expo floor, Wallace outlines Amazon Connect’s new architectural approach to AI Observability. He argues that before an agent ever touches a live customer, it must pass through a rigorous "Flight Simulator"—stress-testing thousands of scenarios to ensure it doesn't crash when turbulence hits.
Watch the full interview to uncover: