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?