From Support Chatbot to Agentic Commerce
Agentic Commerce
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.
Time & Place
Wed, March 25
10:45 - 11:00
The Ritz-Carlton Berlin
Grand Ballroom II
Roundtables & Theatre Seating
Max. Capacity: 150 Seats
Meet Your Intructors
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.
What To Expect
Who Is This For?
Product Managers
eCommerce Directors
Contact Center Managers
Business Development
Pre-Requisites
No Prerequisits
What You'll Learn & Do?
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)
Agenda & Activities
Agenda for this session
10 min presentation
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