AI reality check: Here's what three companies learned building wallets, homes, and games

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. As part of banking giant's annual $11 billion technology spend, Citi introduced a client-facing agent called Citi Sky, which Andy Sieg, the bank's head of wealth, hyped as a new channel for customer interaction on par with the introduction of the ATM. <a href="https://pubads.g.doubleclick.net/gampad/jump?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=2&amp;c=2ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D2%26raptor%3Dcondor%26pos%3Dtop%26test%3D0" target="_blank"> <img src="https://pubads.g.doubleclick.net/gampad/ad?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=2&amp;c=2ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D2%26raptor%3Dcondor%26pos%3Dtop%26test%3D0" alt=""> </a> He said Citi Sky can answer questions and act on them. It operates in voice and video and aims to garner the kind of trust Citi clients place in human advisors. <a href="https://pubads.g.doubleclick.net/gampad/jump?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=4&amp;c=44ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0" target="_blank"> <img src="https://pubads.g.doubleclick.net/gampad/ad?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=4&amp;c=44ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D426raptor%3Dfalcon%26pos%3Dmid%26test%3D0" alt=""> </a> <a href="https://pubads.g.doubleclick.net/gampad/jump?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=3&amp;c=33ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D3%26raptor%3Deagle%26pos%3Dmid%26test%3D0" target="_blank"> <img src="https://pubads.g.doubleclick.net/gampad/ad?co=1&amp;iu=/6978/reg_software/aiml&amp;sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&amp;tile=3&amp;c=33ae_vJxXWRZyNs0i1r9BEJQAAAks&amp;t=ct%3Dns%26unitnum%3D3%26raptor%3Deagle%26pos%3Dmid%26test%3D0" alt=""> </a> However, on the business side, Citi Sky gives the bank an auditable digital record of every customer interaction, as well as the ability to reach out to existing customers with the hope of capturing more of their spend. While the bank manages about $1 trillion in wealth for customers, those customers have $5 trillion with other banks. Citi hopes to convert that wealth and it sees agents as the way to do that. “For us, this is about growth,” Sieg said. “If we ask ourselves, how many additional people would we need to hire to deepen relationships and to see more of that $5 trillion come to us it would be many, many thousands. Introducing Citi Sky gives…

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