Generative AI has already changed how brands understand and interact with customers but the next leap is agentic AI, with Gartner predicting that agentic AI will resolve 80 percent of common customer service issues by 2029. These intelligent systems can autonomously process and act on customer interactions, creating faster, more personalized experiences.

In this session, Nitin Kumar, Director of Data Science at Marriott Hotels, will explore how organizations are using agentic architectures to transform customer care and automate complex workflows. We’ll also discuss the practical challenges of deploying these systems responsibly, from data security and consistency to governance and ethics.

Attendees will learn:

• How agentic AI is redefining customer care through human–AI collaboration rather than automation alone.
• The guardrails and governance frameworks required to deploy generative AI responsibly at scale.
• How unstructured data and real-time intelligence are powering more personalized, efficient, and empathetic customer experiences.