Events

Date: 28 January 2026   Time: 13:00 - 14:00

Location: Peter building 4.24

A few years ago, most chatbots were scripted FAQs that struggled outside the happy path. Today, assistants can understand free form questions, ask clarifying follow ups, ground answers in trusted information, and take useful actions, while knowing when to hand over to a human. They also increasingly operate as agentic assistants that can coordinate tools and multi-step tasks. I plan to discuss that shift in simple terms: what changed in the tech, what problems assistants can now reliably solve, and where responsible limits still apply. Trust is the equation that makes the whole experience work. That means clear and honest answers, grounded in reliable sources, and seamless handover when the assistant is unsure. When we deliver that, customers get smoother journeys and less effort. Cost matters because it keeps solutions sustainable. We look at cost to serve and unit economics not as a way to cut corners, but as a way to remove waste, improve customer experience, and scale what actually helps people. The goal is balance. Improve customer experience and earn trust, while proving business value in a responsible way.