For businesses, the potential is transformative: AI agents that can handle complex service interactions, support employees in real time, and scale seamlessly as customer demands shift. How can you balance safety and flexibility when giving an AI system access to core infrastructure? “I believe that the big winners are going to be the use case companies, the applied AI companies,” says Verma. This content was produced by Insights, the custom content arm of MIT Technology Review. AI tools that may have been used were limited to secondary production processes that passed thorough human review.