Somnath Biswas

Head of Product - Conversations Totaljobs

Somnath Biswas is a senior product leader with 24+ years of experience in enterprise and retail digital and AI products, working with Tier 1 consultancies, enterprises and startups including his own in the enterprise conversational AI space. His products have spanned across Telecom, Financial services, Healthcare, E-commerce and Job tech domains. For the past 10+ years he has been building core ML and NLP products for the likes of NatWest, IQVIA, Amazon and most recently productionizing GenAI solutions for the TotalJobs Group, where he heads the conversational products and data products domain.

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

15:05 Private Boardroom: Governing, Scaling and Operationalising AI in CX

Private Boardroom: Governing, Scaling and Operationalising AI in CX - Monday, 5th October 2026 [CET]

16:40 Roundtables: Building AI Governance, KPIs and Accountability Models

This interactive session splits participants into focused groups, each tackling a critical AI governance challenge in CX. Each group will tackle a defined scenario, covering decision ownership, performance measurement, and risk control.

Group 1: Defining AI Decision Boundaries: Where should AI act autonomously versus support human agents in CX journeys?

Group 2: Establishing Meaningful AI KPIs: How should AI success be measured beyond cost reduction, including experience, trust, and risk?

Group 3: Assigning Accountability and Managing Risk: Who owns AI decisions, and how should risks be monitored across CX operations?

Learning Objectives:

• Develop clear governance guardrails for AI decision-making

• Define KPIs that reflect value, risk, and customer impact

• Establish accountability models for AI deployment

Key Takeaways:

• Governance guardrails for critical decisions surrounding AI

• Measurable KPIs aligned to business and customer outcomes

• Priority risks with a defined monitoring approach

Check out the incredible speaker line-up to see who will be joining Somnath.

Download The Latest Agenda

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