GENAI & INTELLIGENT AGENTS
IN THE ENTERPRISE
AUSTIN | February 18, 2026
Hari Kishan
Director of Cloud Engineering at Manulife John Hancock Retirement
Hari Kishan is a cloud and AI engineering leader at Manulife, specializing in large-scale conversational AI, agentic workflows, and cloud-native customer experience platforms. He led multiple enterprises shift from traditional IVR systems to an AI-augmented contact center built on Amazon Connect, integrating RAG-based SSML optimization, sentiment-aware response generation, and real-time agentic decision layers. He also built few startups from scratch as a board of members providing the direction, coverage and best practices on tech and business front. He is a published author with multiple publications in GenAI field and balances business discussions with tech flavor just as needed
Watch in-person: February 18 @ 4:25 – 4:55 PM
Inside Agentic Architecture: Real-Time Voice Automation Powered by RAG and Sentiment AI
While many enterprises talk about conversational AI, few have deployed it at scale—let alone in a highly regulated financial setting. At Manulife, that’s exactly what we’ve done.
This session dives into how a legacy Avaya IVR system was reimagined into an agentic, self-optimizing platform powered by Amazon Connect and RAG pipelines. Learn how we built SSML models that adjust tone and phrasing in real time, reduced AHT, and introduced an orchestration layer that updates strategies in minutes—not weeks.
If you’re scaling GenAI, modernizing CX, or looking to deploy agentic architectures in enterprise environments, this is your blueprint.