Why Your AI Agent’s Brilliance Isn’t Enough: The Architecture of Adoption

A PM’s Guide to AI Agent Architecture: Why Capability Doesn’t Equal Adoption Introduction to AI Agent Challenges What makes some AI agents succeed in user adoption while others fail, even with high accuracy? The key lies in architectural decisions that build trust and shape user experiences, rather than just focusing on making agents smarter. In this guide, we’ll explore the layers of AI agent architecture using a customer support agent example. We’ll see how product decisions at each layer influence whether users perceive the agent as magical or frustrating. By understanding these choices, product managers can design agents that encourage …