What It Takes to Build an Agent Platform for Customers

About this session

Most AI agent talks focus on building tools for employees—but what changes when your users are your customers? In this talk, I will explore the unique challenges of building an externally facing agent platform at Docusign, including the strategic decisions and architectural tradeoffs required to balance long-term platform growth with the need to ship customer value quickly. I will share practical patterns for designing a secure, multi-tenant, extensible foundation that enables teams to deliver new agent capabilities rapidly without sacrificing scalability or maintainability. If you're building AI into a SaaS product, you'll leave with a framework for making platform decisions that help you move fast today while setting yourself up for success tomorrow.