AI & Society

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Building AI Virtual Assistants in 2026: 5 Critical Lessons from Our Platform Crisis

Your AI assistant demo was flawless. The stakeholders were impressed, the use cases were compelling, and the ROI projections looked incredible. But three weeks into production deployment, user complaints are pouring in, and your conversation flows are completely broken. Sounds like a nightmare? Unfortunately, this scenario is playing out across hundreds of organizations right now.

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The AI Agent Identity Problem: Treat Agents Like Service Principals, Not Chatbots

Most AI agent conversations start in the wrong place. The first question is usually, “What can the agent do?” Can it answer questions? Can it search documents? Can it open tickets? Can it call APIs? Can it update records? Can it trigger a workflow? Those are useful questions, but they are not the first questions

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