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.
