Sounds Like AI: How Smart Agents Are Reshaping the Way We Work and Communicate

AI agents are rapidly evolving from copilots into autonomous digital teammates, reshaping how we work, collaborate, and communicate. Inside organizations, they support research, drafting, and decision-making. But their most visible impact is at the front lines: customer service, sales, and client engagement. From banking assistants to AI-powered support agents handling millions of interactions, companies are redefining how they connect with customers. But do users actually want to interact with AI? How much autonomy should these systems have, and how do we maintain trust, empathy, and accountability when machines become the first point of contact? This session explores what it takes to make this new interface work for both businesses and consumers.