Conversational AI is no longer just about chatbots answering FAQs - it’s evolving into a layered ecosystem of AI agents that work together to create richer, more dynamic customer experiences. In this session, Kornelia Papp, Head of Conversational AI & Automation at Zurich Insurance Group, explores how agentic AI introduces new “twists and layers” into customer interactions. From orchestrating multi-step journeys to blending automation with human oversight, these agents are transforming how enterprises engage, convert, and retain customers. Attendees will gain insights into practical use cases, design strategies, and the organizational shifts needed to unlock the full potential of autonomous agents in CX.