Dmitry Buykin

Maersk, Applied AI Builder

Maersk

Dmitry designed, built and runs the agentic customer-experience system that processes 20 million emails a year for one of the world's largest logistics operations across 100+ countries.

Sessions (1)

Tribal Dungeons of Global Shipping CX: AI Agents at 100K Cases a Day

11:10 AM·Leadership 1 · Room 3016

Most "AI agents in production" talks skip the part where you have to drag tribal knowledge out of 100+ country SME teams and turn it into something an agent can execute safely. This is that part. How Maersk ships AI agents handling 100K customer cases a day across global logistics, and why extracting and aligning the tribal knowledge was 10x harder than the agent itself. - Why SOPs-as-code (versioned markdown, per-country) beats prompt engineering at this scale - The SME alignment loop: how corrections become SOP changes without breaking 99 other countries - Guardrails that matter in production: write-gating, loop breakers, classifier vs. SOP-body routing layers - Where agents under-deliver against the demo, and how we measured it honestly - Org/process patterns for the Applied AI / Forward Deployed Engineer stack across 100+ countries

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