Abstract
Join an intimate, peer-driven discussion exploring how On evolved from an NLP-based support chatbot to a global conversational commerce platform. This roundtable invites participants to exchange experiences, challenges, and lessons learned when moving beyond isolated chatbots toward agentic, end-to-end customer journeys.
Rather than a step-by-step walkthrough, this session focuses on real-world decision points: what worked, what didn’t, and how teams adapted across product, CX, and technology. Expect an open dialogue on building scalable, human-like interactions, fostering the right team mindset, and navigating the transition to agentic commerce in practice.
Topics To Be Covered
Moving beyond isolated chatbots to agentic systems
Building feedback loops for continuous improvement
Designing human-like interactions at scale
Organizational shifts required for agentic commerce
Lessons learned from real-world deployment
Perfect For
Product Leaders
eCommerce Leaders
IT Decision-Makers
CX Leaders
Digital Transformation Leads
Meet Your Roundtable Captain
Clara Rizzo
Conversational AI Lead, On AG
Clara Rizzo is a Conversational AI Lead at On, where she drives transformative AI and automation solutions for customer service teams across EMEA, NA, and APAC regions. Passionate about enhancing customer service experiences, Clara excels in understanding the unique needs of diverse teams and shaping automation strategies that align with customer experience goals.
With a strong focus on innovation, process optimization, and stakeholder collaboration, Clara is dedicated to delivering impactful solutions that improve efficiency and drive business growth. Her expertise in AI automation, project management, and team leadership makes her a valuable force in revolutionizing customer service processes on a global scale.
ADDITIONAL INFORMATION
Time & Place
Wed, March 25
09:15 - 10:00
Grand Ballroom II
Roundtables & Theatre Seating
Max. Capacity: 200 Seats
Secure your seat – registration required.
Roundtable format: discussions in groups of up to 8 participants per table
Notes
✓ Chatham House Rule to Encourage Open Exchange
✓ No Recordings Allowed
✓ You Must Book This Session to Participate
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