MVPs are Easy, Agents at Scale are Hard: What We’ve Learned Building Atlas

Session Abstract

This session shares lessons from Gainsight’s journey building and deploying Atlas, focusing on the realities of scaling autonomous AI agents in Customer Success. Attendees will learn how to determine when autonomous agents are the right solution versus workflow automation, what organizational and data foundations are required for success, and how to balance responsibilities between AI agents and CSMs. The session also covers practical guardrails, implementation trade-offs, and key insights from Gainsight’s real-world experience deploying agentic systems.