8×8: When AI Agents Fail, CIOs Own the Risk, Podcast

“If the AI makes a promise, it’s your promise.” In this Technology Reseller News podcast, Jono McKenzie, Principal Product Manager at 8x8, discusses new research examining AI agent failures, accountability and the growing importance of governance. 8x8 is a customer experience platform combining contact center, business phone, video, messaging and AI on a single system. According to the research, 52 percent of respondents said the CIO has primary accountability when an AI agent fails. McKenzie says that creates new pressure on technology leaders to understand how AI systems are deployed, what data they access and what guardrails are in place. “CIOs need to be able to see what happened, when it happened and why it happened,” McKenzie says. The survey also found that 89 percent of technology leaders said data sovereignty has moved higher on their priority list during the past 12 months. For MSPs and channel partners, that creates an opportunity to help customers with AI governance, data residency, security, testing and deployment strategy. McKenzie says enterprises now need to look beyond the impressive AI demo and ask harder questions about accountability, controls and what happens when something goes wrong. Visit 8x8.com to learn more and download the research.