Cobus Greyling: why intents, graphs and conversation design have come full circle
Cobus Greyling on where enterprise AI is really heading: data, security, forward-deployed engineers and conversation design.
From answers to actions: building better government AI
Pete Kowalczyk on knowledge graphs, goal detection and moving AI from answering questions to taking action.
What’s really breaking your AI agents?
Discover where conversational AI projects actually break: contradictory source data, manual process and weak testing.
How Simplyhealth scaled voice AI to resolve 30% of calls
Paul Atkins, Head of Business Optimisation at Simplyhealth, breaks down how they scaled voice AI to resolve almost a third of calls, and what it took to get there.
Inside the platform enterprises use to build AI agents with Rasmus Hauch, CTO at Boost.ai
Rasmus Hauch, CTO of Boost.ai, opens up the platform layer beneath enterprise AI agents: testing, guardrails, liability and voice at scale.
How ING is building the instant mortgage with agentic AI
Bahadir Yilmaz, Chief Analytics Officer at ING, on using agentic AI to cut mortgage processing time, and the path to the instant mortgage.
From TOBi to Super TOBi. Vodafone’s AI evolution with Jordan Anglin
Discover how Vodafone’s AI assistant TOBi became Super TOBi, and why seamless handover matters more than AI alone in customer resolution.
Turning AI hype into real customer value, with Simplyhealth and EdgeTier
AI is everywhere in customer experience, but few see real results. Simplyhealth and EdgeTier share what actually works when putting AI into production.
How the company behind Uswitch and Money.co.uk uses AI to resolve up to 70% of customer conversations
What does it take to run AI-first customer service at a national scale? RVU’s Anna Fedorchuk on hitting up to 70% resolution across Uswitch and Money.co.uk
Omotenashi: Japanese concept of hospitality and what CX teams can learn from it
Japan has some of the highest customer service expectations in the world. Daniel Orenes Ferrández of Uber explains how that shapes conversational AI design, from apology tone to sentiment analysis.