Matt Jones

Head of Product EvaluAgent

CX Travel and Hospitality Exchange - Day 1

18:05 Champagne Roundtable I: Who's accountable when AI answers your guests? Building independent quality into your AI strategy

AI agents are arriving in guest experience faster than the standards that govern them - sometimes as full-scale chatbots, sometimes as small pilots, sometimes as a board-level question still being scoped. Whichever stage you're at, the same issue surfaces: when an AI agent makes a decision on your brand's behalf, who decides whether it did the job well, and on what evidence? This roundtable brings together senior CX and customer-service leaders to discuss how to build independent quality and accountability into AI deployments - from the design stage through to live operation and continuous improvement - without depending on the vendors who built the bots to grade their own work.

Check out the incredible speaker line-up to see who will be joining Matt.

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