Abstract
Kindlee’s Benchmark Study is the first to systematically evaluate financial AI chatbots in production, exposing how bias creates friction, reduces customer engagement, and increases compliance risk. Conducted with a low-lift evaluation approach, the study offers a breakthrough view of where financial chatbots stand today — and a blueprint for how institutions can act. While the initial study focuses on financial services, the lessons are universal: measuring and addressing bias reduces friction, increases customer satisfaction, and accelerates innovation across any industry deploying conversational AI.
Topics To Be Covered
Bias = friction & cost → unfair chatbot responses erode trust, engagement, and revenue.
Fairness drives engagement → inclusive AI boosts satisfaction and adoption.
Low-lift audits are possible → Kindlee demonstrates fairness can be measured in production with minimal lift.
Beyond compliance → fairness improvements fuel innovation, model accuracy, and revenue growth.
Blueprint forward → practical steps to transform bias audits into competitive advantage.
Perfect For
CX and Innovation leaders seeking to turn fairness into a driver of trust and adoption.
Product Managers & Heads of Conversational AI/Chatbots across finance, telco, retail, insurance, and travel.
Compliance and Risk officers preparing for AI Act requirements, especially in high-risk sectors like financial services.
Vendors and solution providers building and deploying conversational AI.
Investors interested in Responsible AI and scalable fairness solutions.
Meet Your Roundtable Captain
Carla Canino
CEO and Founder, Kindlee AI
Carla Canino is the Founder & CEO of Kindlee, a Techstars- and J.P. Morgan–backed startup building the Responsible AI standard for financial services. With over 15 years of experience in fintech, inclusive product management, and payments innovation, Carla has led global initiatives at companies such as Blizzard Entertainment and Grover, and contributed her expertise to the U.S. Federal Reserve’s Secure and Faster Payments Task Forces and Data Protection Working Group as well as to the W3C on financial accessibility standards. She founded Kindlee to address the urgent challenge of bias and fairness in AI systems, drawing on her personal experience navigating life with a disability and her deep expertise in compliance and product strategy. A recognized thought leader and guest lecturer on Responsible AI and bias reduction, Carla is passionate about turning regulation into innovation, and about shaping a future where AI in finance is not only compliant, but truly fair, transparent, and inclusive.
ADDITIONAL INFORMATION
Time & Place
October 30, 2025
10:15 - 10:45
Zurich I+II
Limited to 180 participants.
Secure your seat – registration required.
Notes
✓ Chatham House Rule to Encourage Open Exchange
✓ No Recordings Allowed
✓ You Must Book This Session to Participate
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