Description
Vik Lakhotia owns AI in customer operations at Marshmallow, the UK insurtech that reached a valuation above $2bn by serving customers, many of them new to the UK, that other insurers overlook.
He works at the sharp end of applied AI: agents that make real decisions on sensitive, money-touching journeys like claims, cancellations and renewals, inside a regulated business where getting it wrong really matters. The results are concrete, with minor claims that once took days now settled in hours.
At aiblLIVE, Vik will show how you put agentic AI into live customer operations safely, where you let it act, and where a person steps in. Essential for any customer leader weighing automation against trust.
