Empathy, ethics and innovation: Designing generative AI agents for CX

We’re entering the age of autonomous agents capable of managing full CX interactions from start to finish. But as the tech matures, one thing is clear: building something that works is not enough, it also has to feel right to the user. In this session, we’re joined by Ashlea Atigolo, an innovation consultant and AI developer who’s been building AI agent experiences for highly regulated industries like finance and sustainability since long before ChatGPT was mainstream.

Drawing on years of research and development experience, from voice-enabled NLP bots in 2020 to AI agents capable of engaging with customers and databases, Ashlea will explore what it takes to design AI for CX that’s not just smart, but emotionally intelligent. We’ll look at the difference between a helpful response and an empathetic one, and why it matters more than ever in industries where trust is hard-won.

Attendees will learn:

• In-built emotional intelligence: Why empathy and ethics must be core principles in designing GenAI agents, not afterthoughts.
• Transferable approaches from AI in regulated industries: Lessons from building emotionally intelligent AI for regulated industries such as finance and healthcare, and how to apply those lessons to your approach.
• Staying ahead of the curve: The future of agentic AI in CX and how to keep up with innovation.