We have forward deployed engineers. Do we need forward deployed agents?

Forward-deployed engineers are increasingly discussed as startups use AI to automate operational work, including customer onboarding and success. Drawing on experience providing rapid, context-rich support at Nango, the author argues that AI agents could extend this capability continuously by securely accessing customer histories, internal systems, logs, and product knowledge to diagnose and potentially resolve issues in real time. The proposed system would include secure sandbox environments, agent models and harnesses, persistent memory drawn from transcripts and support conversations, and communication infrastructure enabling a customer’s agent to interact directly with a company’s support agent. In the envisioned model, agents would recognize authorized customer identities, exchange information without burdening human communication channels, resist prompt injection through controlled access, and remain observable and auditable by people. Agent Relay is positioning itself around the communication layer for such agent-to-agent interactions and reports positive early customer feedback from an initial implementation.

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