Twists and Layers: How AI Agents Spice Up Conversational AI
CX
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.
Time & Place
October 30, 2025
11:15 - 11:45
Zurich I+II
Limited to 180 participants.
Meet Your Intructors
Kornelia Papp
Head of Conversational AI & Automation, Zurich Insurance
Kornelia Papp is an artificial intelligence lead in the financial sector (Zurich Insurance Group). She is the founder of the NLP Zurich meetup group, an AI-driven, technology focused knowledge sharing series (https://www.meetup.com/NLP-Zurich/).
She developed AI applications in the area of speech technology, machine translation, fraud detection, natural language generation, language learning, and financial analytics. She currently leads the AI and automation activities at Zurich Insurance Group.
What To Expect
Who Is This For?
Product Managers driving AI strategy
CX and Contact Center Leaders
Digital Transformation and Innovation Executives
Conversational AI and Automation Experts
AI/ML Practitioners exploring real use cases
Pre-Requisites
No Prerequisits
What You'll Learn & Do?
Orchestrating multi-step customer journeys
Blending automation with human oversight
Designing richer, more dynamic experiences that engage, convert, and retain customers
Agenda & Activities
Agenda for this session
20 - 25 min presentation
Q&A
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