# Cyara’s CEO outlines AI agent oversight as a workforce model

Digest AI · Enterprise & Industry · published 2026-10-06T14:50:12Z

Canonical: https://digestai.news/story/cyaras-ceo-outlines-ai-agent-oversight-as-a-workforce-model

## Summary

Sushil Kumar, CEO of Cyara, argues that AI agents should be managed like employees rather than traditional software. With over 25 years in enterprise software, including roles at Oracle, Broadcom, and as CEO of RelicX.ai (acquired by Harness), Kumar emphasizes that AI agents—unlike deterministic systems—make unpredictable decisions, commitments, and may fail silently. His approach involves defining clear roles, permissions, and boundaries for agents before deployment, ensuring they perform consistently under real-world conditions and escalate when needed.

Cyara’s platform supports over 350 million customer journeys annually across 140 countries, focusing on testing, monitoring, and validating AI-driven customer interactions. Kumar stresses that enterprises must treat agent autonomy as a progression, requiring evidence of competence before granting more responsibility. He warns that traditional software testing metrics fail to capture AI agent failures, which often result in customer dissatisfaction rather than system errors. Instead, enterprises must evaluate outcomes—not just responses—and treat production failures as mandatory release gates to prevent repeated mistakes.

## Key points

- Cyara’s platform validates 350M+ customer journeys yearly across 140 countries, focusing on AI agent reliability and compliance
- Kumar advocates for AI agents to be managed like employees: roles, permissions, and escalation paths must be clearly defined
- Production failures must act as release gates to ensure agents improve iteratively, not just pass pre-launch tests

## Why it matters

Kumar’s framework challenges the AI industry’s rush to deploy agents without governance, offering a structured approach to mitigate risks like hallucinations, compliance breaches, and silent failures. Enterprises adopting this model could reduce customer harm while scaling AI adoption responsibly.

## Sources

1. [Sushil Kumar, CEO of Cyara](https://unite.ai/sushil-kumar-ceo-of-cyara-interview-series) (Unite.AI, 2026-10-06)

## Cite

Digest AI, "Cyara’s CEO outlines AI agent oversight as a workforce model", 6 October 2026, https://digestai.news/story/cyaras-ceo-outlines-ai-agent-oversight-as-a-workforce-model

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