The Art of Conversation Design for AI Agents

Agentic AI isn’t coming — it’s here and already changing everything.

Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it’s a huge leap beyond predictive and generative AI. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models.

Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools.

 

Key Moments:

 

00:00:  Irina Gutman Explains Salesforce’s AI Agents

03:03: Predictive, Generative, and Agentic AI — What's the Difference?

05:20: How Agentic AI Thinks and Acts

08:32: Chatbots vs. AI Agents: Why It Matters

14:22: The 5 Building Blocks of an AI Agent

18:13: Organizational Readiness: New Skills, New Roles

22:26: The Right Way to Start with AI Agents

26:27: Future-Proof Your AI Strategy

29:53: Rethinking the Operating Model for AI

32:45: Upskilling is Non-Negotiable

35:14: Vendors Can Help You Be AI-Ready

36:25: Rethinking Change Management for Agentic AI

42:38: What’s Next: Multi-Agent Collaboration

48:09: Building AI Responsibly: Guardrails and Risk

51:39: Real-World AI: A Standout Customer Experience

 

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