Beyond Chatbots: Can AI Win the Customer’s Heart in the Deepfake Era?

AI has become the new trust threshold for every customer interaction. As deepfakes, impersonation fraud, and opaque automation rise, organisations must redesign digital experiences that protect users while enabling automation at scale. Ethical deployment, transparent disclosures, and human centred escalation now define whether customers stay loyal or walk away. Telecoms, banks, and public service providers are facing urgent pressure to verify identity, secure channels, and measure trust as a core KPI. This session will outline the safeguards, design principles, and operational frameworks required to build trustworthy AI driven customer experiences.