Hallucinations, hype, and guardrails. How do you build safe GenAI without losing speed?

The GenAI revolution has transformed the way brands interact with customers. Now, we discuss chatbots, virtual agents, knowledge assistants, and personalized responses. However, the same technology that promises scale and speed also risks misinformation, bias, and privacy breaches.

In CX, even a small hallucination can have an outsized impact on trust. So the challenge isn’t whether to adopt GenAI, but how to deploy it safely, at scale, and without slowing innovation.

This panel aims to explore how organizations can accelerate GenAI-driven CX while staying compliant, responsible, and customer-trusted.

We would discuss specifically:

• How do we detect, reduce, and manage AI hallucinations before they reach the customer and damage trust?
• Where does GenAI truly enhance customer experience, and where is it just shiny technology with no ROI?
• What ethical, operational, and compliance frameworks can balance innovation speed with responsible AI use?
• How can organizations innovate fast while ensuring GenAI deployments remain accurate, secure, and explainable?
• How do we establish transparency and accountability as the foundation for safe and scalable GenAI in customer experience?

Meet The Panelist

BFSI Consultant and Advisor; Former Risk and Compliance Leader, SBM Bank (India) Ltd.

Komal Khullar

Komal knows what it takes to balance innovation and integrity in one of the most regulated industries, banking. With over two decades at HDFC, Kotak, and SBM Bank, Komal Khullar has led digital transformations that integrated data, risk, and compliance into a single intelligent framework. She's seen firsthand how automation, AI, and governance can coexist, and more importantly, how they must. A leader who proves that GenAI can move fast, without breaking compliance.

Chief Technology and Product Officer at The Hosteller

Dushyant Bhatt

Dushyant builds technology with a traveler's mindset. He is curious, fearless, and always pushing boundaries. Dushyant Bhatt, Chief Technology and Product Officer at The Hosteller, has led full-stack digital transformations across 60+ locations. He's also an author, a podcaster, and a multiple award-winning tech leader, including 'CTO of the Year.' Dushyant brings the creator's perspective to this debate: how do you keep innovation lightning-fast while making sure GenAI doesn't run off the rails?

Head (VP) Quality, Training and Process Excellence at Ascent Business Solutions

Rituparn Bakshi

He is a master of turning complexity into clarity. Rituparn Bakshi has led transformation and process excellence across organizations like Omega Healthcare, Tech Mahindra, and HGS. Named one of India's Most Iconic Quality Leaders, he's implemented AI and ML models for everything from attrition prediction to intraday staffing. His mantra is: Guardrails don't slow you down; they keep you running longer, smarter, and safer. Rituparn is a transformation leader who believes that great CX starts with great discipline.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.