Do You Know Which of Your Customers Are AI Agents?

A few weeks before this conversation, a global hotel group believed its AI agents were under control: registry, governance, real-time token tracking. Then millions of visits hit its website that nobody could identify. They were personal AI agents, acting for real guests, searching and booking rooms. Turning them away wasn’t an option. The team had 24 hours to decide what to control.

Wei Manfredi, SVP of AI and Architecture at IHG Hotels & Resorts, takes David inside that scramble. When an agent scrapes the wrong rate and the booking collapses, who answers to the guest? Why do agents scrape web pages when an API sits ready? And why is so much of what we call AI risk really poor engineering? We also unpack how to turn staff who fear replacement into builders. If agents are already shopping on your site, this is your early warning.

If you’re heading to Web Summit and looking for a different way to meet attendees, we’re hosting a breakfast run club on Tuesday November 10th at 7am. Come and meet some new, friendly faces: https://luma.com/mpv6bmso

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