Working for the bots - CX in the world of AI

Customer experience in an AI world - working for the bots

Come and talks about the challenges of providing AI-powered customer experiences now and in the future.

1. Calvin Giles - Principal Machine Learning Engineer at Trade Me - generative AI provides exciting opportunities to experiment rapidly and demonstrate highly effective capabilities with small initial efforts. However, taking these prototypes beyond the safety of the lab can be challenging. Calvin will discuss some of the associated challenges and approaches that can be used to address these.

2. Rob Holmes (Paperkite) & Tom Hovey (Diagram) - For 30 years, as an industry, we've helped clients create compelling customer experiences on digital channels. But what happens when there's a generative AI bot sitting between our work and the customer? What happens to our ability to craft customer experiences when the AI bot decides what content it wants to consume and present to the customer? How does the AI bot decide what customer experience to create? Who is the bot working for? Us? Our clients? Or the customer? Or will we all be working for the bots?

Rob & Tom will reflect on where we've come from, consider some possible future scenarios, and explore what we might need to be doing today to prepare for the future.

If you're interested in gen AI, work with clients or technology, this is an amazing opportunity to get hands on knowledge and different perspectives on how gen AI is changing the face of customer experience.

Plus - a free drink (thanks Paperkite!), nibbles and a chance to mingle with friendly, like-minded folks.

At Paperkite at 5pm on Tuesday 18 March 2025. For those joining remotely the presentations will start at 5:30pm.

Agenda:
- Meet and greet
- Introductions
- Presentations (each ~20 mins each)
- Mix and mingle