# Agents@Work: Miles (Building Enterprise-Ready Agents at Lightspeed) Source: https://www.youtube.com/watch?v=uPXlW2ZfAR8 Recap page: https://rapidrecap.app/video/uPXlW2ZfAR8 Generated: 2026-01-20T22:04:17.686+00:00 --- ## Quick Overview Miles Smith, Senior AI Marketing Technologist at Lightspeed, explains that their strategy for building enterprise-ready AI agents involves adopting the 'Crawl Walk Run' approach, focusing initially on internal security and privacy compliance before scaling up successful agent workflows across departments. **Key Points:** - Lightspeed's AI strategy for enterprise agents follows a 'Crawl Walk Run' methodology. - Initial focus involved understanding AI agent capabilities post-ChatGPT release and establishing security, privacy, and legal compliance frameworks internally. - The primary agent currently running internally is 'Alex,' a closed-loop research and outreach agent that hands off qualified leads to human sales reps. - Success metrics for agents include labor productivity metrics and traditional performance marketing metrics, alongside compliance with internal processes. - The team built custom reporting and monitoring tools to track agent performance and ensure alignment with human processes. - The company prioritizes embedding domain expertise into agents and focuses on high-value human tasks, automating repetitive work. - Miles attributes early success to the collaborative environment at Lightspeed and the input from internal experts like Remi and Richard. ![Screenshot at 00:03: Miles Smith discusses the initial confusion in the space where many SAS companies claim to deploy AI agents, setting the context for Lightspeed's structured approach.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-00-03.jpg) **Context:** This video features an interview from the 'Agents@Work' series, hosted by James Orton of Relevance AI, with Miles Smith, Senior AI Marketing Technologist at Lightspeed. The discussion centers on Lightspeed's practical experience and strategic approach to deploying sophisticated, enterprise-ready AI agents within their organization, particularly focusing on their initial challenges, methodology, and how they ensure security and performance measurement. ## Detailed Analysis Miles Smith details Lightspeed's journey into deploying AI agents, noting that the release of ChatGPT served as a turning point (1:55). Having worked in marketing for eight years, Miles shifted focus to applying AI to performance marketing, specifically in areas like landing page creation, ad creation, and analytics (2:20). He describes their strategy as 'Crawl Walk Run' (6:11), emphasizing the necessity of addressing security, privacy, and legal concerns before scaling. Their main internal agent is 'Alex,' a closed-loop research and outreach agent that identifies prospects and hands off qualified leads to human sales reps (6:22). Miles highlights that success is measured using labor productivity metrics and traditional marketing metrics (8:13). A key part of their process involved creating custom reporting systems to monitor agent performance and ensure alignment with human processes, which involved close collaboration between the sales, marketing, and internal tech teams (8:01, 8:42). He stresses the importance of building trust with stakeholders by demonstrating that agents can operate securely and effectively within existing human and automated workflows (8:34, 10:04). The team interviewed subject matter experts to embed domain knowledge into the agents, ensuring they deliver value beyond simple automation (7:38). Miles concludes that the rapid evolution of AI presents both massive opportunity and risk, necessitating a focus on iterative refinement and integration across the organization. ### Introduction and Context - Miles Smith, Senior AI Marketing Technologist at Lightspeed, discusses their role and how Lightspeed, founded in 2005 as a POS provider, has evolved into a unified commerce platform (1:07-1:17). ### The AI Adoption Catalyst - The release of ChatGPT around three years ago was a major turning point, leading Miles to heavily experiment with AI for marketing use cases like ad creation and analytics (1:54-2:08). ### The 'Crawl Walk Run' Strategy - Lightspeed adopted this methodology to deploy agents safely, focusing first on internal security, privacy, and legal compliance before scaling (3:34, 6:11). ### Agent Implementation and Roles - Their primary agent, 'Alex,' handles lead research and outreach, passing qualified leads to human sales reps. Success is measured by productivity metrics and marketing KPIs (6:22, 8:13). ### Collaboration and Trust Building - Success relies on close collaboration between sales, marketing, and technical teams to build trust and ensure agents integrate securely into workflows, often involving expert input from colleagues like Remi and Richard (8:03, 8:42). ### Future Outlook - Miles sees the future involving agents handling more complex tasks, potentially automating the research component of human processes, leading to potentially limitless opportunities (12:21, 14:43). ![Screenshot at 00:00: Title card for the interview segment: 'Agents@Work with Miles Smith'.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-00-00.jpg) ![Screenshot at 00:22: Animated introduction screen for the 'Agents@Work' series, featuring pixel art style graphics.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-00-22.jpg) ![Screenshot at 00:38: Miles Smith \(Lightspeed\) and James Orton \(Relevance AI\) seated for the interview, with professional lighting setup visible.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-00-38.jpg) ![Screenshot at 00:31: Screenshot of a visual workflow diagram being displayed on a screen, representing AI agent orchestration.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-00-31.jpg) ![Screenshot at 01:18: Miles Smith operating an espresso machine, illustrating a practical, everyday task context.](https://ss.rapidrecap.app/screens/uPXlW2ZfAR8/00-01-18.jpg)