With AI agents quickly moving from concept to customer-facing, the conversation around them can be dominated by hype and vague promises. In this session, three leading voices, Emily Yang, Head of Human-Centered AI at Standard Chartered, Jesslyn Dymond, Director of AI Governance and Data Ethics at TELUS and Sana Hassan, Senior Data Science Manager at EY, will cut through the noise, discussing .

Together, our panel will explore the risks and rewards of embedding AI agents into CX, and how human-centred design, governance and ethics should steer their development responsibly.

We will examine the cultural, psychological and ethical factors shaping adoption of AI agents and offer a grounded view of where we are now and where we are heading. Expect candid insights on the biases hidden in training data, the regulatory and reputational risks of human-like agents, and the importance of customer and employee voices in AI strategy.

Attendees will learn:

• How to distinguish between marketing claims and the real technical capabilities of AI agents.
• Strategies for embedding human-centered principles and transparency into AI agent design and deployment.
• Lessons from experts on the frontline of navigating cultural, ethical and operational challenges in AI adoption.