As more teams lean on AI Agent, a common thread has emerges: the desire for more control over how it handles each customer, and confidence that it'll respond the same way every time.

Today AI Agent searches all your knowledge at once, effectively guessing which Guidance fits each request — Skills change that, giving you an intent-based way to tell it exactly how to handle specific request types.

This session introduces Skills and shows how to transition without starting from scratch. You'll leave with an honest understanding of how the model works, what changes with Skills, and what to realistically expect: higher consistency, per-intent control, and a clearer path to scaling automation.

What Skills give you:

• A clear knowledge hierarchy, so AI Agent knows which instructions apply to which request
• Protection from conflicting knowledge, so responses stay consistent
• Easier maintenance of the knowledge AI Agent actually uses and follows