Job hunting is renowned for being an emotional, often lonely process. When curating customer journeys that are more susceptible to human emotions, it is critical that customer support is empathetic and enthusiastic. Traditionally, emotionally intelligent support been seen as a service best delivered by human agents rather than virtual agents. Totaljobs Group, however, has seen the opposite.

In this session, Somnath Biswas, Head of Product for Conservations at Totaljobs Group, will join us to share how the job search giant has leveraged GenAI/Large Language model power their AI Job Search Companion. He will talk about his learnings and approach, in improving their north stars of customer satisfaction (CSAT), Customer Lifetime value, and Cost to serve by a high margin over the last year.

In this session, we will explore:

• Why Totaljobs switched from human agents to a generative AI-powered assistant.
• Practical product trade-offs in building LLM powered enterprise products.
• How to ethically design an empathetic generative AI-driven virtual assistant that will not mislead customers.
• Best practices for avoiding bias and toxicity in AI conversation products.