As Conversational AI continues to evolve, organisations are finding innovative ways to integrate AI-driven automation while maintaining the human touch. Thomson Reuters is at the forefront of this transformation, leveraging backend large language models (LLMs) and clerical generative AI to streamline transactional processes, draft correspondence, and assist with filing submissions—all while ensuring human verification remains a critical checkpoint.

In this session, Abdur Rehman Kureshi, Customer Success Manager - AI Solutions at Thomson Reuters, will share insights into how AI is enhancing customer journey mapping, improving service efficiency, and freeing up human agents to focus on high-value interactions. Drawing from his experience with RWE and Audi, he will also explore how AI-powered chatbots, prompters, and human oversight can seamlessly interface to create a more intuitive, responsive, and customer-centric contact center.

Key Discussion Points:

• The Role of Backend LLMs in CX: How Thomson Reuters is using AI to enhance customer journey mapping and optimise service workflows.
• Clerical Gen AI in Action: Streamlining transactional applications and automating correspondence while maintaining human verification.
• AI-Human Collaboration: Best practices for integrating AI-driven automation with human oversight to enhance efficiency without sacrificing trust.
• Lessons from Audi’s Contact Center Evolution: How AI-driven chatbots, prompters, and human agents can work together to improve customer interactions.
• Future-Proofing AI in CX: Strategies for ensuring AI remains a tool for empowerment rather than replacement in customer service.