Panel | Searching beyond the hype for human-centered AI agents in practice

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, two leading voices, Emily Yang, Head of Human-Centered AI at Standard Chartered and Jesslyn Dymond, Director of AI Governance and Data Ethics at TELUS  will cut through the noise, discussing real-world applications and ethical implications of AI agents.

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.