Customer-facing AI agents often stall between pilot and production, held back by governance overhead and run costs that break the business case. In this episode, Yogesh Bhagat, Vice President of Digital and Technology at CVS Health, explains how autonomous agents earn the right to operate without human oversight by proving consistent, measurable behavior. He discusses validating a shared development platform instead of every agent, pairing small language models with larger judge models to control cost and latency, and giving a small group of customers the full AI experience before optimizing for containment.
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