From Support Chatbot to Agentic Commerce: On’s Evolution Journey
Product & UX
Join us for a behind-the-scenes look at how On transformed its NLP-based support chatbot into a global conversational commerce platform. In this workshop, we’ll walk through the key stages of that evolution - highlighting real-world wins, missteps, and turning points along the way. This is not just a story about technology, but about team mindset, iterative learning, and what it truly takes to scale human-like experiences across channels
Time & Place
Tue, March 24
14:30 - 16:00
The Ritz-Carlton
Salon Tiergarten
Classroom Seating
Max. Capacity: 32 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.
Clara Rizzo
Global Conversational AI Senior Specialist, On AG
Clara Rizzo is a Global Customer Service Project Specialist 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.
What To Expect
Who Is This For?
Product Managers
eCommerce Directors
Contact Center Managers
Business Development
Pre-Requisites
No specific technical skills required
Bring Your Own Laptop
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:
Getting Settled 5 minutes
Information Session Part 1 15-20 minutes
Individual / Group Exercise 10-15 minutes
Break 5 minutes
Information Session Part 2 15-20 minutes
Individual / Group Exercise 10-15 minutes
Q&A/Discussion 20 minutes
Reflection/Discussion 20 minute
Prerequisits:
No specific technical skills required
Bring Your Own Laptop
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