Rootconf 2025 Annual Conference - 16th and 17th May

Description

Coinbase is on a mission to bring financial freedom to a billion users worldwide through crypto, a goal that comes with unique challenges. One of the key hurdles is reducing the barrier to entry for users across the globe by delivering seamless, delightful customer service experiences while educating them on navigating the complexities of this emerging technology space. In this talk, we’ll share our journey in building a state-of-the-art customer support system that combines the best of two cutting-edge domains: Blockchain and Generative AI (GenAI).

Key takeaways

• Learn how we developed an enterprise-scale agentic AI solution to transform customer support experiences.
• Understand the strategies we employed to safeguard against the risks and ethical concerns of autonomous generative technologies.
• Explore how we maintained the highest standards of AI regulatory compliance while delivering exceptional results.

Audience

• Engineers
• Product Managers

Speaker bio

Varsha Mahadevan is the Senior Engineering Manager leading the CB-GPT team at Coinbase, where she drives the integration of Generative AI into the everyday workflows of employees and customers. Before joining Coinbase, Varsha served as the Associate Vice President of Engineering at BankBazaar.com, a leading fintech company in India. She brings a wealth of experience from her tenure at Microsoft, where she played a pivotal role in developing the .Net Framework and creating AI-driven personalization features for Cortana, Microsoft’s AI assistant.