Building Trust through GenAI innovation

A strategic executive-level session on trust, transparency, and enterprise-ready Conversational AI

Conversational AI is revolutionizing how industries operate, engage customers, and empower employees—but trust remains the critical foundation. In this opening address, Ashish Verma, Vice President (AI Governance) at DBS Bank, delivers a strategic session on how organizations can adopt and scale Generative AI (GenAI) while ensuring transparency, control, and user confidence.

Drawing from DBS Bank’s experience in deploying Conversational AI across complex environments, Ashish explores the holistic, end-to-end user experience (UX) strategy that underpins successful AI implementation. He unpacks the common misconceptions about GenAI—such as it being plug-and-play—and highlights the foundational importance of Knowledge Management Systems (KMS) in ensuring accuracy, reliability, and relevance of AI outputs.

The session dives into:

• Building trust through AI governance and enterprise knowledge frameworks
• Structuring KMS for scalability, including content versioning, access controls, and feedback loops
• The MCP (Mechanism, Context, Protocol) model for managing AI agent behavior
• Balancing automation and hyper-personalisation to drive meaningful customer engagement