Abstract
This keynote offers a concise, behind-the-scenes look at how On evolved from an NLP-based support chatbot into a global, agentic commerce platform. Moving beyond a traditional success story, it highlights the key inflection points, lessons learned, and mindset shifts that enabled the team to scale human-like conversational experiences across channels—balancing automation, trust, and business impact while redefining how AI supports commerce at scale.
Topics To Be Covered
Why isolated chatbots are no longer fit for purpose—and what to build instead
How to create a fast feedback loop to fail smarter and scale faster
What “human-like” actually looks like in live customer conversations (and how to design for it)
Who Is This For?
Product Managers
eCommerce Directors
Contact Center Managers
Business Development
Meet Your Speaker
Aura Hita Losa
Lead Conversational AI, On AG
Aura Hita Losa is a CX Automations Specialist at On, where she leverages over a decade of global digital expertise and more than five years in the Conversational AI industry. As a CX advocate and seasoned marketer, Aura is passionate about advancing Conversational Automation to elevate customer-brand interactions through cutting-edge AI technologies.
Her work focuses on crafting meaningful conversations by understanding user experience (UX) and cross-cultural consumer behavior. Aura’s dedication to fostering impactful and innovative solutions reflects her commitment to transforming the way brands engage with their customers, creating seamless and personalized interactions that leave a lasting impression.
ADDITIONAL INFORMATION
Time & Place
Wed, March 25
10:45 - 11:00
Grand Ballroom II
Roundtables & Theatre Seating
Max. Capacity: 256 Seats
Secure your seat – registration required.
Notes
Agenda for this session
15 min presentation
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