The evolution of conversation design in the age of generative AI with Georgios Tserdanelis, JPMorganChase
We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences.
Automating customer service across 170 countries with HBX Group
HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world.
Designing conversational AI that works with Anne Cantera of Optimum
From IVRs to multimodal AI experiences, the hardest problems are rarely technical. Anne Cantera breaks down what it takes to design conversational AI that customers trust and use.
The AI talent war with Chris Morrow, Founder of Digitalent
Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.
The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI
Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.
Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom
What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact?
How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI
Learn why AI might be the biggest shift in technology since the internet.
What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins
Everyone’s slapping ‘agentic’ on their AI products, but what does that even mean?
15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young
Learn what it really takes to scale conversational AI to 15 million conversations per year.
Mastering context engineering in conversational AI with Martin Cross, Connect
Discover the art and science of context engineering in conversational AI with Martin Cross, President of Connect.