Giving an AI agent more autonomy means giving up some visibility into how it made a decision, and that trade-off gets harder to ignore once customer data and trust are on the line. This session covers what governance actually looks like day to day for a support team running AI agents at scale, from where human sign-off still needs to sit to how leaders are handling data privacy as agents touch more sensitive customer information. Key learnings: - Where to draw the line on what an AI agent can decide without human sign-off - How to build oversight into agentic support without slowing the team down - What data privacy questions come up once agents handle more sensitive customer information - How leading teams are keeping customer trust intact as automation scales If you're accountable for what happens when an AI agent gets it wrong, this session gives you a framework for where the guardrails need to go.