AI reality check: Here's what three companies learned building wallets, homes, and games
Executives from Citi, Home Depot, and Capcom shared insights on deploying AI agents in banking, retail, and gaming, emphasizing the shift from experimentation to real-world use. Citi’s AI agent Citi Sky aims to scale client interactions and capture more customer assets, while Home Depot’s Magic Apron ensures consistent customer guidance across channels. Capcom uses AI to automate testing, saving 30,000 hours monthly and freeing developers to focus on creativity. All three companies stress the importance of governance, accuracy, and system integration in scaling AI responsibly.
- ▪Citi’s AI agent Citi Sky operates as a client-facing advisor with voice and video capabilities, designed to handle interactions at scale while maintaining compliance and auditability.
- ▪Home Depot’s Magic Apron AI tool delivers consistent home improvement guidance across online, in-store, and phone channels, improving customer conversion and reducing query resolution time.
- ▪Capcom leverages AI agents to automate game testing tasks, saving approximately 30,000 hours per month per project and allowing developers to focus more on creative work.
- ▪Citi built Citi Sky on Google’s AI stack but added proprietary safeguards, treating the agent as a regulated employee subject to securities laws.
- ▪Home Depot uses Google’s Gemini Enterprise and ADK framework to power its AI agents, ensuring unified logic and data access across customer touchpoints.
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AI + ML 11 AI reality check: Here's what three companies learned building wallets, homes, and games 11 Executives from Citi, Home Depot, and Capcom describe early work with AI agents O'Ryan Johnson Mon 27 Apr 2026 // 16:20 UTC While AI agents have moved from experimental tools to customer-facing workers in a matter of months, the next challenge is governance and reliability once those agents touch real money, real shoppers, and real creative output. That's according to executives from Citi, Home Depot, and Capcom, who wspoke to media during a panel at Google Cloud Next last week about how they use AI agents and manage them in real-world environments.
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