Three companies — Lyft, Fastweb+Vodafone, and LATAM Airlines — share how they built and operate AI customer experience agents in production. Lyft created a self-serve platform using LangGraph that reduced agent development time from six months to two weeks, with a 65% deflection rate. Vodafone's Super TOBi serves 9.5 million customers with a 90% correctness rate, while Super Agent helps call-center consultants achieve 86%+ one-call resolution. LATAM's Concierge agent serves 4,000 daily users and its Compass pipeline converts unstructured conversations into structured business intelligence stored in BigQuery Graph. Key lessons: prompt quality becomes the bottleneck when non-engineers build agents, observability must be in place before launch, architectures evolve through production use, and conversations are a valuable source of business intelligence.
