From banking and insurance to healthcare and education: For years, I have been helping companies and organizations use artificial intelligence in a meaningful, responsible, and practical way.
Whether it’s consulting, an AI project, a workshop, a keynote speech, or a study, here you’ll find a selection of my past projects and references.
2022–2023 – Sparkassen-Finanzgruppe / Finanz Informatik, Germany
Over a period of about a year and a half, I provided technical and conceptual support for the migration of the external customer chatbot “Linda.” The focus was on conversational design, dialogue quality, and further developing the bot on the new platform, in close collaboration with the project teams at Finanz Informatik and the participating savings banks.
2021–2022 – Raiffeisen Group
Consulting on conversational banking and the use of chatbots in customer interactions. This included identifying potential use cases and consulting with the business units regarding the benefits and limitations of automated dialogs.
2021 – Deutsche Bank
Consulting on chatbots and AI-powered customer interactions in the retail sector. The focus was on the strategic positioning of the technology and the question of which use cases would truly be worthwhile for an institution of this size.
2021 – WIR Bank
Supporting a conversational banking project from the concept phase onward. In addition to selecting use cases, the focus was on how a bot could be integrated into existing customer communications without cannibalizing existing channels.
2021 – frankly (Sparen 3 Pension Fund of Zürcher Kantonalbank)
Consulting on the use of conversational AI in digital retirement planning. The focus was specifically on how a product that requires explanation—such as Pillar 3a—can be clearly communicated through automated dialogs.
2022–2024 – Cashare
Member of the Advisory Board of the Swiss crowdlending platform. I share my perspective on AI in customer interactions and digital financial advisory services.
2026 – East German Savings Banks Association (OSV), Potsdam
An inspirational keynote address for executives of the Sparkassen organization on current AI developments and their significance for customer business. One focus was on AI visibility—that is, the extent to which savings banks appear in the responses from ChatGPT and similar systems—as well as on specific areas of action and quick wins for the institutions.
2026 – CCW, Berlin
Moderating the panel discussion “CX and AI—How Do They Go Together?” with representatives from various industries at Europe’s largest customer service and contact center conference. The discussion focused primarily on realistic expectations for generative AI in day-to-day service operations
2025 – Swiss Health Leaders FINANCE Annual Conference
Keynote address titled “AI in the Day-to-Day Operations of the Finance Department” delivered to finance executives from the healthcare sector. I have shown which generative AI applications are already worthwhile in controlling and accounting today, and where the limitations lie.
2025 – CX Forum, Zurich
Panel Keynote on the Interplay Between Artificial Intelligence and the Customer Experience. The focus was on how companies can use automation without losing their personal connection with customers.
2024 – IFZ Retail Banking Conference, Rotkreuz
Presentation titled “AI in Finance” to representatives of the Swiss banking sector. I presented the findings of our IFZ study and derived recommendations for retail banks based on them.
2024 – 16th Richmond Finance Summit, Lausanne
Several keynote presentations on the topic of “AI in Finance” as part of the Executive Format. The discussions with the participants focused heavily on data protection and on the question of how generative AI can be implemented in compliance with regulations.
2024 – NPO Finance Forum, September 5
Opening keynote on the applications of artificial intelligence in nonprofit organizations. It was important to me to show that using AI is worthwhile even on a tight budget, and to highlight accessible entry points accordingly.
2024 – CCW, Berlin
Keynote: “ChatGPT Is Just the Beginning—What Other Solutions Are in the Pipeline?” The presentation put the then-rapid development of generative models into context for an audience from the customer service sector.
2024 – 1st Richmond Risk & Compliance Forum, Interlaken
Workshop and presentation on AI in risk and compliance. The discussion covered both the opportunities for improving efficiency in control processes and the new risks posed by generative systems themselves.
2023 – Association of Swiss Cantonal Banks (VSKB)
Keynote presentation followed by a workshop on using ChatGPT at the annual conference. Following the presentation, the participants worked in groups to develop their own use cases for their institutions.
2023 – Basler Kantonalbank
Keynote: “AI in Bank Customer Service.” I presented specific examples from other institutions and discussed which service cases could be usefully automated.
2023 – Berner Kantonalbank, Inno-Event
Keynote speech titled “Chatbots and Emotions” as part of the internal innovation event. The topic was the question of just how much empathy an automated dialogue can actually convey, and where humans remain irreplaceable.
2023 – Financial Advisor of the Year, Awards Ceremony
Keynote address followed by a panel discussion on “ChatGPT & Co. in Financial Advisory Services.” The focus was on how the role of consultants changes when clients come into a consultation already well-informed.
2023 – CX Forum 2023, June 13
Presentation: “Improving the Customer Experience with ChatGPT—What’s Possible?” I contrasted the capabilities of large language models—which were new at the time—with those of traditional rule-based chatbots.
2023 – Swiss CRM Forum, Zurich, August 31
Presentation on ChatGPT Use Cases in Customer Management. The focus was on applications that could be implemented immediately in marketing, sales, and customer service.
2022 – Raiffeisen DigitalCoffee (RCI), Ticino, December 1
A presentation in Italian on chatbots and data management. It was one of my first performances in Italian-speaking Switzerland and marked the beginning of my engagement in Ticino.
2025–2026 – IFZ AI Visibility Banking Report (Co-author, with Julian Ventouris)
Study on the Presence of Banks in the Responses of Generative AI Systems, now in its second edition. I helped develop the measurement methodology and analyzed the results for the Swiss banking market.
2024 – IFZ Study on Generative AI in Finance (with Prof. Dr. Nils Hafner)
Study on the current state of generative AI in the banking and insurance sectors using the two frameworks “Gen AI Scale” and “AI Process Compass.” The work was supported by InventxLab, St. Galler Kantonalbank, and Aargauische Kantonalbank.
2024 – Banking Touchpoints Reloaded (with Prof. Dr. Nils Hafner and Reto Rey)
Study on the Use and Perception of Customer Touchpoints in Retail Banking in the DACH Region. The study was conducted with support from BSI and msg for Banking.
2023 – IFZ Study on Conversational and Generative AI in Finance
Survey on the Use of Chatbots and Generative AI in the Swiss Financial Industry. The findings received widespread media coverage, including in the *Handelszeitung*, *20 Minuten*, and *Netzwoche*.
2021 – Data Quality and Quantity in Retail Banking in the DACH Region (with BSI)
A study examining the actual state of the data infrastructure for personalized customer engagement in banks. It showed that many institutions fail because of data quality issues before they even get to AI.
2021 – Conversational Banking in the DACH Region
The first comprehensive survey of chatbots and voicebots at banks in Germany, Austria, and Switzerland. The study served as the basis for several follow-up projects at the IFZ.
2021/2022 – “Improving Financial Literacy with Chatbots,” Informatik Spektrum (Springer)
A scholarly article examining whether financial literacy can be improved through dialogue-based systems. The article combines insights from financial education with conversational design.
2025 – “Generative AI – Lessons for Retail Banking,” The Bank Blog
A technical article summarizing the key findings from my banking projects over the past few years. I also deliberately pointed out the typical misconceptions that I come across time and again.
2025 – “AI in the Financial Sector,” REthinking Finance (with Prof. Dr. Nils Hafner)
A joint research paper on the strategic importance of generative AI for financial institutions. This article is aimed at decision-makers and offers a level-headed assessment of the hype.
2023 – IFZ Retail Banking Blog: “How Is ChatGPT Affecting the Swiss Financial Industry?”
One of the first German-language academic articles on the implications of ChatGPT for banks. The text was published in January 2023 and was widely shared.
2025–2026 – CSS Insurance
Design and implementation of a series of AI workshops for the management teams from the Service Center and Direct Sales at the Root, Lugano, and Lausanne locations. The workshops were conducted in German and Italian, with full translation of all materials, and covered specific use cases such as prompting, custom GPTs, meeting documentation, and complaint handling. The results were used to prepare an analysis for management that included group-specific recommendations, as well as a concept for a scalable AI training program for approximately 400 employees.
2025 – Baloise / Basler Insurance
Concept development and content support for a GEO or AI visibility project. Over the course of several months, I helped develop the presentations and the technical arguments for the discussions with the departments.
2025 – LLMO Workshop with C-Factor AG
Joint workshop on AI search systems for a group of clients in the insurance industry. We have developed a method for measuring visibility in AI responses and then specifically influencing it.
2023 – Helvetia Insurance Switzerland
Technical support for the “Clara” chatbot and its integration with generative AI. Helvetia publicly documented the case, and I have cited it as a real-world example in several interviews and presentations.
2026 – AXA Switzerland
Feature article on chatbots and ChatGPT for the SME magazine “Meine Firma.” The text was based on one of my blog posts and was finalized in close collaboration with the editorial team.
2025 – Lucerne University of Applied Sciences and Arts, Rotkreuz
Facilitator of the “MS365 Copilot for Insurance” seminar. The participants worked directly on their own use cases and, in the process, explored the tool’s limitations in a regulated environment.
2024 – Crealog Summit Days
Keynote: “Generative AI for a Better Customer Experience.” I have shown at which points in the customer journey generative models make a noticeable difference and where they create more work than value.
2024 – I-CEM Online Seminar
Seminar on “Generative AI in Customer Service” for a professional audience in the contact center industry. The format was deliberately designed to be practical, featuring live demonstrations rather than just theory.
2023 – HZ Insurance Day
Moderation of the panel discussion “Large Language Models – Experiences with ChatGPT.” Representatives from several Swiss insurance companies took the stage to share their initial practical experiences.
2022 – Future Talk, University of St. Gallen,
Keynote: “What Insurance Customers Expect from Bots.” This was based on the findings of our IFZ studies at that time on customer expectations in insurance interactions.
2021 – Conversational AI Conference (online)
Keynote on the State of Conversational AI in the Insurance Industry. The launch coincided with a period when many insurers had just put their first bots into production.
2022, 2023, 2024 – IFZ Digital Insurance Experience Study
A multi-year series of studies on the digital customer experience at Swiss insurance companies, for which I was jointly responsible across several editions. The study systematically compares providers and is recognized as the industry benchmark.
2021–2022 – IFZ Touchpoints Insurance Study
An analysis of customer touchpoints in the insurance industry and their importance from the customer’s perspective. The results showed clear differences between insurers’ self-perception and how they are perceived by others.
2021–2022 – IFZ Conversational Insurance Study (DACH)
A Survey of Chatbots and Voicebots at Insurance Companies in Germany, Austria, and Switzerland, with a Focus on Switzerland. It was the first study of its kind for the industry in the DACH region.
2021 – Guest Article in the IFZ Insurance Study
Article on the role of automated customer dialogs in the insurance industry. He placed conversational AI within the broader context of digital transformation strategies.
2021 – HZ Insurance Article Series
A multi-part series of guest articles on Conversational Insurance, including “Phone Calls Are Out, Chatting Is In,” “Sympi, Zore, and the Corona Bot,” “CSS and Swica Are Chatting, Too,” and “It Doesn’t Always Have to Be a Chatbot.” The series introduced the topic to a broad Swiss insurance audience for the first time.
2021 – Swiss Re Institute Research Blog: “Is the future humanoid chatbots?”
An article on the question of how human-like chatbots should be in the insurance context. The text discusses the tension between trust and transparency.
2024 – Book chapter “Be the Bot – Insurance Customers in the Role of a Chatbot” (Springer)
A chapter in the textbook *Customer Dialogue Management* that describes an experimental setting in which customers themselves take on the role of the bot. The insights I gained from that experience continue to shape my workshops to this day.
2023 – Handelszeitung: “Digital Experience at Swiss Insurers”
An article on the industry’s progress in the area of digital customer experience. It was based on the findings of the IFZ study series.
2025 – Kraftwerk Ganz Gesund, LLC
Design of a hybrid AI-powered health coaching system based on the GOTOIT and Functional Medicine frameworks. From a technical standpoint, SwissGPT was designed to ensure that sensitive health data remains in Switzerland.
2026 – Personalized AI Coaching for a Medical Practice
A personalized support program consisting of twelve 90-minute sessions held every two weeks. The course focuses on building your own CustomGPTs for everyday practice and on using generative AI confidently and with an awareness of data privacy.
Since 2024 – Workshop Series for Medical Practices
Jointly offered workshops on “The Future of Medical Practices with Generative AI,” including AI tools for everyday practice. In addition, we have developed ChatGPT and generative AI guidelines for healthcare companies.
2021 – Roche Pharma
Consulting on chatbots and AI applications in the pharmaceutical industry. A recurring topic was how to address regulatory requirements in automated communication.
2021–2023 – Lucerne Cantonal Hospital
Consulting on the use of AI and dialogue-based systems in hospital operations. This later led to a presentation at the company’s internal dialogue event.
2021 – Schulthess Clinic
Consulting on AI applications in hospital operations and patient communication. The collaboration continued later during the performance at the Schulthess Forum.
Since 2026 – Autism Switzerland
Workshop on the use of AI tools within the organization and in working with those affected. Particular emphasis was placed on simple, clear language and on the protection of highly sensitive data.
Since 2026 – Training for Health and Nursing Professionals
Practical AI training featuring real-world case scenarios from everyday caregiving. Using examples such as visit reports and medical inquiries, we worked together to determine when anonymization is necessary and when its use is acceptable.
2026 – Davos Medical Congress (Lunge Zurich)
Several presentations on generative AI in medical practice will be held throughout the conference. The audience consisted of practicing physicians with a wide range of prior knowledge.
2025 – EQUAM Annual Conference
Keynote: “AI and Empathy in Medicine.” I explored the question of whether a system can appear empathetic without actually being empathetic, and what that means for the doctor-patient relationship.
2025 – Fresenius Medical Care Customer Event
Keynote: “AI—More or Less Empathy Than Humans?” The presentation combined insights from my dissertation with practical examples from the healthcare sector.
2025 – Schulthess Forum, Zurich
Keynote Presentation and Discussion on “AI in Medicine” as part of the event on legal issues in healthcare. The legal framework led to a very concrete debate on liability and responsibility.
2025 – DiG General Meeting
Presentation titled “AI in Healthcare” before the Swiss Association of Professions Related to Data Protection in Healthcare. Data protection and the use of AI were presented not as opposing concepts, but as a challenge that can be solved together.
2025 – ARTISET Symposium
Keynote address titled “Human or Machine? How AI Is Transforming Social Services” as part of the conference on sustainable service strategies. The message was addressed to leaders of institutions serving people who require care.
2025 – SHQA Conference (Pharmaceuticals and Quality)
Two conference sessions on the use of generative AI in quality-assured processes. In addition to a keynote presentation, there was a hands-on session in which participants assessed their own processes for AI readiness.
2024 – Richmond Healthcare Forum / Health Summit Davos
Keynote presentations and workshops on the responsible use of generative AI throughout the patient journey. The format combined keynote presentations with in-depth workshop sessions for the participants.
2024 – Swiss eHealth Summit
Keynote: “The Disruptive Power of Generative AI: Are Traditional Healthcare Professions at Risk?” I deliberately exaggerated the issue and then clarified which activities will actually change.
2024 – Lucerne Cantonal Hospital, Dialogue Event
Keynote address titled “How Is AI Changing Medicine?” delivered to hospital staff. The ensuing discussion focused heavily on reducing the administrative burden in day-to-day work.
2024 – Statisev Annual Conference
Keynote: “How Is AI Affecting the Healthcare Industry?” The presentation was aimed at a German audience of professionals in the inpatient care sector.
2024 – Lucerne Health Trend Days
Participation in the panel discussion “Opportunities and Limitations of AI.” The panel was made up of experts from various disciplines and focused in particular on the issue of responsibility in AI-supported decision-making.
2024 – SBAP
Online training course “ChatGPT and Similar Tools in the Daily Work of Psychologists” for the Swiss Professional Association for Applied Psychology. There was particularly intense discussion about the question of where therapeutic work must remain clearly AI-free territory.
2023 – Digital Health Center, Zurich
Presentation: “AI in Healthcare: Opportunities, Risks, and ChatGPT.” The event took place at a time when many institutions were still in the very early stages of their AI initiatives.
2023 – Iaculis Meet & Greet
Keynote: “The Use of AI—The Next Level of Personalization in Medicine?” The central question was how far personalization should be allowed to go in a sensitive context.
2024 – Book: “The Use of Generative AI in Modern Medicine” (with Dr. Daniela Suter, BoD)
A 244-page reference book that explores use cases for generative AI, ranging from diagnostics to patient communication. It is aimed at physicians, decision-makers, and students, and brings together medical, technological, and ethical perspectives.
2025 – Book chapter “Large Language Models and AI-Powered Bots in the Patient Journey” (Springer)
Article in the anthology *Artificial Intelligence in Support of a Successful Patient Journey*. This chapter describes the stages of the patient journey where dialogue-based systems are most effective.
2024 – Series of technical articles in Netzwoche and IT-for-Health
Several articles, including ones on ChatGPT for medical reports, reducing bureaucracy in the healthcare system, and the healthcare system of the future. The series has covered this topic continuously over the course of a year.
2026 – Interview with Medinside and SBAP feature article in *Punktum*
An interview about his own approach to AI, titled “I never ask AI anything I don’t know anything about.” An additional article on generative AI in psychology was also written for the association’s magazine, *Punktum*.
Since 2025 – Board Member, DiG Association – Data Protection in Healthcare
Member of the Executive Board since March 2025. I contribute my perspective on AI systems and their implications for data protection.
2025 – SECO, Public Chatbot Multi-Tenant Platform (with TN-ICT)
Technical contribution to a request for proposals for a multi-client chatbot platform for the public sector. My responsibilities included, in particular, conducting a technical and conceptual assessment to determine which requirements could be met using RASA and where gaps remained.
2023 – SECO
Keynote speaker and moderator at the State Secretariat for Economic Affairs. The event was designed to introduce employees to the topic of generative AI and to gather any questions they might have.
2023 – Federal Leadership Conference
Keynote address and moderated discussion on ChatGPT for federal government executives. It was one of the first events of its kind in the Swiss government and was released as a video.
Since 2021 – Canton of Baselland
Consulting on chatbots and AI applications in cantonal government. One of the topics discussed was how to effectively automate responses to citizen inquiries.
Since 2021 – Basel-Stadt Compensation Fund
Consulting on the use of dialogue-based systems in a highly rule-based administrative environment. This case served as a prime example of how important clean knowledge bases are for generating good bot responses.
Ongoing – AI Innovation Sandbox, Canton of Zurich
Research on AI Competence and AI Literacy Assessment in Public Administration. The goal is to make it possible to measure the actual level of competence and to use that information to identify paths for continuing education.
2024 – Association of Thurgau Municipalities
Keynote: “ChatGPT for Municipalities in Thurgau.” I presented specific examples from day-to-day municipal operations, ranging from minute-taking to communication with residents.
2024 – VZGV
Brown Bag Session on Using ChatGPT at the Association of Zurich Municipal and Administrative Professionals. The compact lunchtime session was deliberately designed to be accessible and thrived on questions from the participants.
2024 – VPZS, multiple editions
Online seminars titled “Using ChatGPT Successfully in Everyday Work Life” for the Association of Zurich School Administrations in June, October, and November. Due to high demand, the show was rerun three times within a year.
2023 – WBK Workshop Days
Keynote: “Artificial Intelligence for Everyone.” The event was aimed at a broad audience with no prior technical knowledge.
2026 – SRG Central Switzerland
Workshop: “Artificial Intelligence in the Classroom: Opportunities, Risks, and Media Literacy.” It is aimed at teachers and media professionals and combines media literacy with the practical use of AI.
2026 – SSR.CORSI / RSI, “True, False, or AI?”
Bilingual public event in Ticino on AI literacy and disinformation, held in Italian and German. For this format, I’ve developed two easy-to-understand prompt frameworks for non-experts: K.L.A.R.O. and W.A.H.R.
Since 2021 – HSLU, Institute for Financial Services Zug (IFZ)
Lecturer and experienced scientist with a team leadership role. I oversee studies and research projects on conversational AI, generative AI, and AI visibility, and I teach in bachelor’s and master’s degree programs as well as in CAS and MAS programs.
Ongoing – HSLU, CAS in Sales and Marketing in Banking
The “Chatbots in Banking” module is an integral part of the continuing education program. Participants will work on their own use cases from their respective institutions.
Ongoing – HSLU, CAS in E-Commerce Management
“Chatbots in E-Commerce” module, with a focus on conversational commerce. The topics covered include lead generation, consultation during the purchasing process, and after-sales service.
2021– ZHAW, CAS in Marketing
Module: “Chatbots as Part of Marketing Automation.” The focus is on integrating dialogue-based systems into existing automation lines.
2021 – HWZ, CAS in AI Management
“Chatbots and AI” module for executives responsible for AI initiatives. It’s less about technology and more about management, prioritization, and change.
Ongoing – FHGR, CAS in Digital Communication Excellence
“AI in Communication” module. Participants will explore how generative tools can be integrated into communication processes without losing their own voice.
Ongoing – HSLU, Bachelor’s Theses
Supervision and evaluation of bachelor’s theses in the field of AI and conversational AI. To that end, I have developed my own evaluation grids and assessment documents.
2025 – HSLU Rotkreuz, June 12–28
Instructor for the specialized course “Artificial Intelligence in Banking—Practical Insights for Financial Sector Professionals.” The course combines foundational knowledge with specific real-world examples from the banking sector.
2025 – HSLU Rotkreuz, May 8
Co-lead of the specialized course “Advanced Prompt Engineering and Generative AI – Leveraging AI Agents to Drive Profitability in Your Workflows.” This course is designed for people who want to go beyond basic prompting.
2024 and 2025 – HSLU, multiple sessions
Organization and facilitation of the specialized course “Prompt Engineering & Generative AI—Boosting Your Own Productivity as a Business User,” scheduled for November 2024 and February 2025, among other dates. The course has been repeated several times due to high demand.
2020 – Kalaidos University of Applied Sciences
Facilitator of the Workhack “Artificial Intelligence: The Example of a Chatbot.” The participants built a working prototype in a single day.
2025 – South Tyrol Training Unit
Two-day seminar: “AI and ChatGPT for Educators.” In addition to the tools, there was an in-depth discussion of how teachers should handle AI-generated student work.
2025 – Zurich Computer Science Days
Workshop “AI for Families—A Responsible Path to the Future with ChatGPT & Co.” in collaboration with Meike Tarabori. Parents and children worked together on the same tasks.
2025 – Tele1
TV segment on AI in everyday school life. In it, I explain why bans rarely work in school and what does help instead.
2024 – University of Klagenfurt
Online lecture on “Generative AI & ChatGPT” for university alumni. The audience represented a very broad range of professional backgrounds, so the content was designed to be fundamental.
2023 – ZAL
Seminar titled “Artificial Intelligence in Schools Using ChatGPT” for the Zurich Teachers’ Continuing Education Association. It was one of the first continuing education programs of its kind in German-speaking Switzerland.
2021–2022 – Rivella AG
Consulting on chatbots and AI in the context of marketing and consumer goods. One of the topics discussed was how brand personality can be conveyed in automated conversations.
2021 – Mettler Toledo
Consulting on AI applications in the international B2B environment. The focus was on internal knowledge management and customer support.
2021 – WISAG AG
Consulting services related to chatbots and AI-powered communication processes. For a service provider with a highly decentralized organizational structure, the issue of scalability was a top priority.
2025 – MDMcircle by foryouandyourcustomers AG
Keynote: “AI in B2B Commerce.” I have demonstrated how generative models are transforming product data and customer interactions in the B2B sector.
2024 – Studerus Technology Forum (TEFO), Zurich
Presentation: “AI in Use at SMEs.” The presentation was deliberately tailored to small budgets and small teams.
2026 – Carpathia Blog
Guest Article: “AI Visibility in E-Commerce: What We Can Learn from E-Bike Newcomer Miloo.” Using a specific example, this article analyzes how a young provider is gaining visibility in AI-generated responses.
2026 – TeleBern
TV report on AI in the retail sector. I explained how customers are already coming into contact with AI in the store without even realizing it.
2020 – Gasthaus Adler, Emmenbrücke
Chatbot project with integration into the newly launched website. The case was featured in the magazine *Chef-Sache* as a practical example for small businesses.
Since 2025 – Joaia
Member of the Advisory Board of the Swiss AI and tourism startup. I support the team with product-related questions and in building its network within the industry.
2026 – Baselland Tourism, January 22
Presentation at the members’ meeting. The presentation was aimed at tourism service providers in the region and showcased practical AI applications for small businesses.
2021–2025 – Zurich Tourism
Consulting on chatbots and AI in guest communications. Multilingualism and the volume of seasonal information were the main challenges in this context.
2024 – Locarno Film Festival / digitalswitzerland
Participation in the “AI in Action” AI panel as part of the festival. The panel discussed the impact of generative AI on the creative industries and society.
2026 – taz.de
Interview titled “I don’t like having an AI chatbot tell me where to go on vacation.” In it, I described the limitations of algorithmic recommendations in the context of travel.
Since 2023 – AlpineAI (SwissGPT)
Initially served as Growth Lead; has been a member of the Board of Directors since mid-2024. I support the team in business development, marketing, and product management, and have contributed to the go-to-market strategy, direct mail campaigns to municipalities, and the YouTube and content strategy, among other things.
Ongoing – Cloudburst
Serving on the advisory board of the technology company. The discussion will focus on positioning and product development in the field of AI.
2025 – LeasePlan Germany
Several presentations on AI in customer service and in everyday work will be held throughout September. The series was aimed at various teams within the company.
2025 – OneMedia Consulting, Marketing Automation Report
Technical guidance for the study and discussion on how to further develop its content. A recurring theme was the classification of agent-based AI approaches.
2025 – Enreach Partner Conference, Bochum
Keynote: “Not ‘If,’ but ‘How’: AI as a Must-Have in Customer Communication.” The audience consisted of partner companies in the telecommunications sector.
2024 – Bithawk Networking Event
Keynote: “Generative AI Is More Than Just ChatGPT.” I have highlighted the range of generative systems beyond their best-known example.
2024 – dachnug51, DNUG Annual Conference
Two keynote presentations on AI and its impact on businesses. The conference is aimed at a technically savvy audience from the collaboration sector.
2024 – stars Switzerland Symposium, Zurich
Presentation: “Emerging Technologies Reshaping Possibility.” The symposium brings together leaders from various disciplines.
2022 – SwissICT InnoTalk, Zurich, 17
Presentation: “Finding and Implementing the Right Conversational AI Use Case.” The paper provided a structured methodology for use case selection.
2022 – Contact Center Summit (I-CEM)
Keynote: “Automating Customer Conversations with Chatbots.” The presentation combined market data with specific examples of implementation.
2020 – Customer Technology World, Amsterdam
Keynote on the Use of Chatbots in Customer Interaction. It was one of my first international presentations on this topic.
2020 – cybernetix.world, Darmstadt
Keynote address at the conference on cybernetic and AI-driven systems. The presentation placed conversational AI within a broader technological context.
2020 – World Usability Day
Keynote focusing on the user-friendliness of dialog-based systems. The central argument was that a chatbot without a well-thought-out concept would worsen any user experience.
2020 – Digital B2B Forum, Bern
Keynote on Chatbots in the B2B Sector. I have explained why B2B use cases differ structurally from those in B2C.
2020 – bitkom Academy, July and October
Two webinars: “Creating a Successful Chatbot Concept with Chatbot Canvas.” The Canvas is a tool I developed that has since been used in many projects.
2020 – Garaio Labs, various dates
A series of webinars on topics including “Building Customer Loyalty with Chatbots,” “Actively Engaging Employees with a Chatbot,” and a behind-the-scenes look at AI—some of which were co-hosted with Pascal Probst. The series ran throughout the spring and summer of 2020.
2020 – Bluelion Incubator
“Build Your Own Chatbot” Workshop for Startups and Aspiring Entrepreneurs. The participants built their own bot in just a few hours.
2019 – Chatbot Summit, Berlin
Speaker on the topic of conversational AI at one of the most important international chatbot conferences at the time. The presentation significantly expanded my international network in this field.
2018 – Connecta, Bern
Speaker at the Swiss Post Innovation Conference. At that time, chatbots were still completely uncharted territory for many companies.
2023 – BSI, Webinar with Christoph Bräunlich
Webinar: “Open Source Instead of OpenAI—For Greater Data Protection and Transparency in Customer Management.” It was an early and, in Switzerland, highly significant examination of the issue of model sovereignty.
2025 – t3n
Online course “SEO for AI: Optimize Your Website for ChatGPT & Co.” in the t3n Shop. The course was one of the first structured German-language continuing education programs on the topic of LLMO.
2025 – Digital Bash Marketing Tools
Keynote: “Visibility on ChatGPT—What You Need to Know.” The presentation was aimed at marketing professionals who hadn’t yet noticed the shift away from traditional search behavior.
2025 – MTP Alumni Event, Nuremberg
Keynote: “AI in Marketing.” In addition to the tools, the discussion focused on which marketing skills will become more important in the future.
2025 – Business Forum for Women
Online Presentation: “Using AI Wisely.” The format was deliberately designed to be practical and accessible to those without prior technical knowledge.
2025 – TAB (The Alternative Board) Annual Event
Presentation: “AI in Everyday Life and for Entrepreneurs.” The audience consisted of owners of small and medium-sized businesses.
2025 – CMM360
Hosting the webinar “CustomGPTs – Introduction and Best Practices to Follow.” Participants were able to help build the project live instead of just watching.
2024 – OMR Masterclass,
Keynote “AI: Hype or Not?” as part of the OMR Festival. The lecture offered a critical—but not disparaging—assessment of the euphoria of that time.
2024 – AI Masterclass in Zurich and Berlin (kirevolution), September and November
Two two-day masterclasses titled “Boost Your Marketing Productivity & Customer Experience.” The format combined presentations with intensive hands-on work on the participants’ use cases.
2023 – Text-Akademie Foundation,
Moderator of the panel discussion series on the impact of AI on writing and the publishing industry. The series was featured in *Werbewoche*.
2023 – CRK Focus
Keynote: “Chatbots and ChatGPT.” The event was aimed at communications and marketing professionals.
2023 – IREM Networking Event
Keynote: “Will ChatGPT Take Our Jobs?” The pointed question led to a very open discussion about fears and opportunities.
2022 – Digital Bash Customer Experience
Keynote: “Chatbots to Improve the Customer Experience—Is That Possible?” The presentation was deliberately designed to be open-ended and also highlighted instances in which bots can negatively impact the customer experience.
2020 – Off the Clock Zurich (Freshworks)
Keynote: “Chatbots and Internal Support—How, What, and Why?” At that time, internal bots were still much less prevalent than customer-facing applications.
2020 – DIALOGUM, 12th Customer Experience Summit
Speaker on the topic of automated customer dialogs. The summit is aimed at CX leaders from German-speaking countries.
2020 – IGEM After-Work Party
Speaker on the buzzword “chatbot.” The format thrives on making a buzzword accessible in a short amount of time.
2020 – ChatbotCon
Interview on “Do’s and Don’ts When Building a Chatbot.” Above all, I’ve described the mistakes I see time and time again in projects.
2020 – Renuo Get-Together
Participation in the panel discussion “Artificial Intelligence in Our Daily Lives: Opportunity or Threat?” The panel was deliberately chosen to be controversial.
2020 – Dynamics 365 Marketing Experience Group
Presentation on use cases and networking as part of the Meetup series. The focus was on specific initiatives implemented by the participants.
2020 – diginect, Lucerne
Presentation and workshop on the use of chatbots. After the presentation, the participants outlined their own concepts.
2017 – Online Marketing Conference (OMK), Bern
Presentation on Chatbots in Marketing. It was one of my very first conference presentations on the topic.
Ongoing – Feature articles in numerous media outlets
Regular contributions to publications including Netzwoche, CMM360, persönlich.com, t3n, Handelsblatt, FAZ, Springer Professional, Marconomy, IT-Markt, Swiss IT Magazine, it-daily, GoGreen, SOM Online Marketing, Werbewoche, Computerworld, iBusiness, Südtirol News, and deutsche-startups.de. The topics range from AI visibility to prompting to AI in customer interactions.
Since 2025 – Column on Zentralplus
A regular column offering a societal perspective on digitalization and AI, including “Why We Shouldn’t Leave Thinking to ChatGPT.” This format deliberately allows me to take a more pointed stance than I would in a scholarly article.
Since 2019 – Writer at MoreThanDigital
An ongoing series of articles on digitalization and AI. The platform is aimed at a broad audience of entrepreneurs.
Since 2020 – “Sophie’s Next AI Talk” podcast
Her own podcast, launched in early 2020 initially as “Sophie’s Chatbot Talk,” featuring conversations with experts from the fields of research and practice. New episodes are released every two weeks.
Ongoing – YouTube channel and WhatsApp newsletter
Our own YouTube channel featuring explanatory videos and hands-on content, as well as a WhatsApp group for the latest AI news. The videos are also used to generate blog posts on my website via a custom GPT that has been specifically trained for this purpose.
2026 – HR Bern
Online Training Course: “AI in HR—Applying the Fundamentals of AI Correctly.” The course teaches HR professionals the basics and explains the legal and ethical implications of AI in the field of human resources.
2026 – AI in HR, Training Program for Companies
A comprehensive training program covering the fundamentals of AI, prompting, and the impact on recruiting. Among other things, the discussion will cover how AI is changing the job application process and how recruiting processes should adapt to these changes.
2020 – HR Swiss, Series of Articles
Several articles on “Chatbots as Onboarding Tools,” “The Chatbot as a Job Search Assistant,” and “Chatbots Instead of Career Landing Pages.” The series was one of my early areas of focus outside the financial sector.
2024 – Dashöfer
Live Online Seminar: “ChatGPT & Co. in the Real Estate Industry.” The topics covered included creating property listings, communicating with clients, and handling property data.
2019 – SVIT Immobilia
Feature article “Chatbots—How to Talk to a Computer.” The article introduced the industry to the topic for the first time.
Since 2025 – AI Visibility Check
Development and implementation of a proprietary analytics service that examines how and whether a company is mentioned in the responses of large language models. The assessment provides not only a snapshot but also a prioritized list of actions for improvement.
Since 2025 – “Ask Sophie” AI Consultation Hour
An ongoing consulting service offered as a retainer subscription for SMEs and executives, with unlimited questions via email or WhatsApp and no hourly billing. The offer is intentionally limited to six spots—one per industry—to avoid any conflicts of interest.
2025–2026 – “AI Visibility” Course Series and Webinars
Development of a comprehensive course curriculum featuring three sets of handouts and an accompanying webinar series. This also included the positioning, the marketing materials, and the associated landing pages.
2026 – Webinar: “My AI Is Working Overtime”
Concept development, PR campaign, and hosting of our own webinar. The campaign included a broad-based media outreach effort as well as personalized outreach to prospective customers in the DACH region and Ticino.
2025–2026 – Client Projects: AI Visibility
Analyses and implementation support for various companies, including Vitapower, Baloise (in collaboration with C-Factor), and the Seonar pilot projects. In addition, there are numerous smaller engagements for SMEs in German-speaking Switzerland and Ticino.
Since 2025 – AI Visibility Report
A standalone report on the performance of companies in AI systems. It laid the methodological foundation for the subsequent industry-specific reports.
2026 – Digital Products Focused on AI Visibility
Development and distribution of several digital products, including a GEO-Guide, prompt templates for conducting your own visibility analyses, and an action plan to increase AI visibility. The products go through an automated sales and follow-up process.
2025 – Book “Hey AI, What Are You Doing?” (with Meike Tarabori, BoD)
My fourth book, a practical guide for parents, families, and educators, featuring over 50 prompts to try out right away. It’s the book that’s closest to my heart because it brings AI literacy to places where it’s least expected.
2026 – Italian edition “Ehi, IA! Cosa stai facendo?”
Translation and publication of the Italian version, funded through a crowdfunding campaign in Ticino. The campaign was successfully completed in June 2026 and received coverage in several Ticino media outlets.
2025 – AI for Families, Zurich
Saturday event “A Responsible Path to the Future with ChatGPT & Co.” for families. Parents and children tried things out together and then discussed rules for at home.
2026 – Lido Mappo Campground, Tenero
AI workshop for kids right at the campground. The Corriere del Ticino covered this unusual setting in an article titled “Artificial Intelligence Among Tents and RVs.”
2026 – La Rondine, Ascona
Discussion evening titled “Living Better with AI?” and an accompanying interview on why we need an AI book for children and parents. The event was aimed at a German-speaking audience in Ticino.
Ongoing – Workshops and presentations for schools, communities, and senior citizens
Regular programs in German-speaking Switzerland and Ticino, based on the book and its Italian edition. The content is tailored to the age and prior knowledge of each group.
Since 2026 – Ticino Digitale
Co-founded a nonprofit initiative focused on digital literacy and AI knowledge in Ticino. The initiative is a partner of Swiss AI Weeks and organizes its own events in Italian-speaking Switzerland.
2025 and 2026 – AI Salon Lugano
Helped establish the Ticino branch of the international AI Salon network. In January 2026, I gave a presentation there myself.
2025 – 1st Locarno AI Masterclass (with TicinoWeb)
Organization and management of the first AI Masterclass in Locarno. The event was announced and covered by several media outlets in Ticino.
2024 – Original Study on AI Use in Ticino
Survey on the Use of Chatbots and Voicebots in Companies in Ticino. The results were published in the Corriere del Ticino and in 20 Minuti Ticino.
2026 – Madame Frigo Tenero
Setup and promotion of the third community refrigerator to combat food waste. I created flyers, a presentation, a hygiene plan, and press materials in German and Italian, and organized the opening ceremony, which was covered by RSI.
Since 2025 – Contra Insieme Association
Commitment to fostering connections between primary and secondary residents in the municipality of Contra. The organization hosts events that bring both groups together.
Since 2025 – Microcasa
Contributing to the dissemination of knowledge about tiny houses in Ticino. This commitment combines my interest in sustainable construction with building local connections.
2026 – Media Relations in Ticino
Numerous interviews, guest columns, and articles in Corriere del Ticino, tio.ch, ticinolive, TicinoDigitale, and RSI. The topics range from AI for children to business opportunities and food rescue.
2018–2023 – AI Marketing Meetup Zurich / ai-zurich
Establishing and building a community for the exchange of ideas on artificial intelligence in business. In 2023, I deliberately shut down the community because other projects needed more attention.
Since 2022 – greenwishing.ch
Co-founded the association together with Martina Bühler; the idea came about over a glass of wine in early 2022. The organization challenges greenwashing, raises awareness among companies and consumers, and organizes events, workshops, and keynote presentations on the topic.
Ongoing – SwissInsights
Member of the Executive Board with a special commitment to the Data Fairness Label. The label ensures transparency regarding the fair handling of data.
Since 2025 – DiG, Data Protection in Healthcare
Member of the Executive Board since March 2025. There, I combine the data protection perspective with my knowledge of AI systems.
An introduction to AI. I was personally responsible for the concept, organization, and implementation.
2023 – fundraiso.ch
Interview on ChatGPT in a nonprofit context. In it, I also explained that I adjust my daily rates to reflect the financial capabilities of nonprofit organizations.
2021–2026 – University of Fribourg, Human-IST, supervised by Prof. Dr. Edy Portmann
Doctoral dissertation “FCCC Framework for Conversational AI Systems – Designing Self-Regulating Systems with Fuzzy Conversational Character Computing,” DOI 10.51363/unifr.eth.2026.034, defended on March 5, 2026. The framework we developed combines fuzzy logic, character computing, and conversational theory with the goal of making chatbots and voicebots more empathetic, personalized, and ethically responsible, particularly in sensitive sectors such as banking, insurance, and healthcare.
AI Visibility, LLMO, and GAIO
Research on the visibility of companies, brands, and content in AI systems such as ChatGPT, Perplexity, and Gemini. The study examines both optimization strategies and reliable measurement methods.
AI Chat Management
Research on the strategic management of corporate presence and customer interaction in AI chat environments. One focus is on content orchestration in a post-click world.
Changes in Search Behavior Due to AI Tools
An Empirical Study on the Use of ChatGPT, Perplexity, Google, and Other Systems in the DACH Region. The study examines differences among target groups, trust, and usage habits.
Generative AI in Finance
Research on application areas, frameworks, and implementation strategies for generative AI in the banking and insurance sectors. This has led, among other things, to the development of the Gen AI Scale and the AI Process Compass.
Generative AI in Healthcare and the Patient Journey
Research on the responsible use of language models and bots throughout the patient journey. Special attention is given to medical communication.
AI Expertise in Public Administration
Research on AI literacy assessments and competency development, including as part of the Canton of Zurich’s AI Innovation Sandbox. The goal is to develop a practical tool for measuring competency levels.
AI Literacy for Families, Parents, and Educators
Research and educational initiatives on the responsible use of ChatGPT and similar tools in families and schools. These insights are directly incorporated into books and workshops.
FCCC-based voicebots
Innocheck preliminary study on the prototypical implementation of the FCCC framework in a voicebot in collaboration with our industry partner SHL. The prototype will first be evaluated separately before the possibility of integrating it into production is considered.
Synthetic Modeling for Digital Ethics and Ethic Check for Conversational AIs
Two closely related lines of research on the ethical evaluation of dialogue-based systems. The Ethic Check was first presented as part of the CHI 2022 workshops on conversational user interfaces.
2026 – “An Ethics-Check Framework for Conversational AI Life Agents,” Informatik Spektrum (Springer)
Fuzzy-based evaluation scheme applied to the FCCC architecture. This article operationalizes ethical requirements that otherwise tend to remain merely declarative.
2026 – “A Framework for the Use of Artificial Intelligence,” Informatik Spektrum (Springer)
Contribution to a structured framework for the use of AI in organizations. It combines the user’s perspective with organizational requirements.
2025 – “Chatbots with Character,” EUSFLAT 2025, Springer LNCS (with Ramón Christen and Edy Portmann)
Conference paper on the concrete implementation of fuzzy conversational character computing. It demonstrates for the first time that the framework can be implemented in practice.
2025 – Study: “ChatGPT & Co. vs. Google – Who Uses and Trusts Whom?”
An independent study on changes in search behavior in the DACH region, involving over 1,100 participants from Germany, Austria, and Switzerland, conducted in March 2025. The study examined penetration, trust, usage habits, and paid subscriptions, broken down by age, digital literacy, income, and occupational group.
2024 – Book chapter in *Customer Dialogue Management* (Springer Fachmedien)
Two chapters: “Large Language Models in Customer Interactions—Opportunities, Risks, and Prospects” and “Be the Bot.” Both combine theoretical analysis with concrete practical examples.
2023 – “Adapting the Dialog to the User’s Personality,” Informatik Spektrum
A Paper on the Application of Character Computing Methods in Dialogue Design. It is an important component of my dissertation.
2023 – “Fuzzy Conversational Character Computing”
Published in both *Informatik Spektrum* and the *Book of Abstracts* of EUSFLAT and AGOP 2023 in Palma. This marked the first time the framework was presented to an international audience of experts.
2023 – “Automated Customer Conversations: Balancing Costs and Customer Experience” (Springer)
Book chapter in the *Forum on Service Management*. It highlights the conflict of objectives that arises in almost every automation project.
2023 – Conversational Bots & AI Report (with Service Excellence Cockpit)
Joint Market Report on the State of Dialogue-Based Systems. He combined cockpit data with my professional analysis.
2021 – “A Strategy Framework to Boost Conversational AI Performance,” Marketing Review St. Gallen (with Prof. Dr. Christian Hildebrand)
Contribution to a strategic framework for successful conversational AI projects. It is specifically aimed at management.
2017 – “Chatbots: An Interactive Technology for Personalized Communication, Transactions, and Services”
Awarded the Best Paper Award at the WWW/Internet Conference in Portugal. It was my first academic paper on the subject and the starting point for everything that followed.
2017 – “Communicating and Transacting with Chatbots – Insights from Public Transportation”
Study on dialogue-based systems in public transportation. I wrote this paper while I was pursuing my master’s degree.
2025 – “Hey AI, what are you doing?” (with Meike Tarabori, BoD)
A guide for parents and children that takes a playful approach to artificial intelligence and includes over 50 prompts to try out. The Italian edition followed in 2026.
2024 – “Generative AI for Businesses” (BoD)
A practical guide to strategies, use cases, and tools for everyday business operations. The book guides readers through the process from the initial idea to its long-term implementation.
2024 – “The Use of Generative AI in Modern Medicine” (with Dr. Daniela Suter, BoD)
A 244-page reference book on opportunities, challenges, and patient-centered applications. It brings together medical, technological, and ethical perspectives.
2024 – “Customer Dialogue Management” (with Prof. Dr. Nils Hafner, Springer)
A reference book on value-adding customer dialogues in the age of digitalization, published in February 2024. It brings together contributions from numerous expert authors.
2020 – “Digital Friends” (Wiley)
My first book, a practical guide to the successful use of chatbots in businesses. In April 2021, *Werbewoche* named it one of its four “must-reads.”
2020 – Female Digital Innovators
Recognized as one of the Female Digital Innovators of 2020. She recognized my pioneering work in the field of chatbots and conversational AI in Switzerland.
2017 – Best Paper Award, WWW/Internet Conference, Portugal
Award for my first research paper on chatbots. She was a key early catalyst for continuing down that path of research with determination.
2022–2023 – Sparkassen-Finanzgruppe / Finanz Informatik, Germany
Over a period of about a year and a half, I provided technical and conceptual support for the migration of the external customer chatbot “Linda.” The focus was on conversational design, dialogue quality, and further developing the bot on the new platform, in close collaboration with the project teams at Finanz Informatik and the participating savings banks.
2021–2022 – Raiffeisen Group
Consulting on conversational banking and the use of chatbots in customer interactions. This included identifying potential use cases and consulting with the business units regarding the benefits and limitations of automated dialogs.
2021 – Deutsche Bank
Consulting on chatbots and AI-powered customer interactions in the retail sector. The focus was on the strategic positioning of the technology and the question of which use cases would truly be worthwhile for an institution of this size.
2021 – WIR Bank
Supporting a conversational banking project from the concept phase onward. In addition to selecting use cases, the focus was on how a bot could be integrated into existing customer communications without cannibalizing existing channels.
2021 – frankly (Sparen 3 Pension Fund of Zürcher Kantonalbank)
Consulting on the use of conversational AI in digital retirement planning. The focus was specifically on how a product that requires explanation—such as Pillar 3a—can be clearly communicated through automated dialogs.
2022–2024 – Cashare
Member of the Advisory Board of the Swiss crowdlending platform. I share my perspective on AI in customer interactions and digital financial advisory services.
2026 – East German Savings Banks Association (OSV), Potsdam
An inspirational keynote address for executives of the Sparkassen organization on current AI developments and their significance for customer business. One focus was on AI visibility—that is, the extent to which savings banks appear in the responses from ChatGPT and similar systems—as well as on specific areas of action and quick wins for the institutions.
2026 – CCW, Berlin
Moderating the panel discussion “CX and AI—How Do They Go Together?” with representatives from various industries at Europe’s largest customer service and contact center conference. The discussion focused primarily on realistic expectations for generative AI in day-to-day service operations
2025 – Swiss Health Leaders FINANCE Annual Conference
Keynote address titled “AI in the Day-to-Day Operations of the Finance Department” delivered to finance executives from the healthcare sector. I have shown which generative AI applications are already worthwhile in controlling and accounting today, and where the limitations lie.
2025 – CX Forum, Zurich
Panel Keynote on the Interplay Between Artificial Intelligence and the Customer Experience. The focus was on how companies can use automation without losing their personal connection with customers.
2024 – IFZ Retail Banking Conference, Rotkreuz
Presentation titled “AI in Finance” to representatives of the Swiss banking sector. I presented the findings of our IFZ study and derived recommendations for retail banks based on them.
2024 – 16th Richmond Finance Summit, Lausanne
Several keynote presentations on the topic of “AI in Finance” as part of the Executive Format. The discussions with the participants focused heavily on data protection and on the question of how generative AI can be implemented in compliance with regulations.
2024 – NPO Finance Forum, September 5
Opening keynote on the applications of artificial intelligence in nonprofit organizations. It was important to me to show that using AI is worthwhile even on a tight budget, and to highlight accessible entry points accordingly.
2024 – CCW, Berlin
Keynote: “ChatGPT Is Just the Beginning—What Other Solutions Are in the Pipeline?” The presentation put the then-rapid development of generative models into context for an audience from the customer service sector.
2024 – 1st Richmond Risk & Compliance Forum, Interlaken
Workshop and presentation on AI in risk and compliance. The discussion covered both the opportunities for improving efficiency in control processes and the new risks posed by generative systems themselves.
2023 – Association of Swiss Cantonal Banks (VSKB)
Keynote presentation followed by a workshop on using ChatGPT at the annual conference. Following the presentation, the participants worked in groups to develop their own use cases for their institutions.
2023 – Basler Kantonalbank
Keynote: “AI in Bank Customer Service.” I presented specific examples from other institutions and discussed which service cases could be usefully automated.
2023 – Berner Kantonalbank, Inno-Event
Keynote speech titled “Chatbots and Emotions” as part of the internal innovation event. The topic was the question of just how much empathy an automated dialogue can actually convey, and where humans remain irreplaceable.
2023 – Financial Advisor of the Year, Awards Ceremony
Keynote address followed by a panel discussion on “ChatGPT & Co. in Financial Advisory Services.” The focus was on how the role of consultants changes when clients come into a consultation already well-informed.
2023 – CX Forum 2023, June 13
Presentation: “Improving the Customer Experience with ChatGPT—What’s Possible?” I contrasted the capabilities of large language models—which were new at the time—with those of traditional rule-based chatbots.
2023 – Swiss CRM Forum, Zurich, August 31
Presentation on ChatGPT Use Cases in Customer Management. The focus was on applications that could be implemented immediately in marketing, sales, and customer service.
2022 – Raiffeisen DigitalCoffee (RCI), Ticino, December 1
A presentation in Italian on chatbots and data management. It was one of my first performances in Italian-speaking Switzerland and marked the beginning of my engagement in Ticino.
2025–2026 – IFZ AI Visibility Banking Report (Co-author, with Julian Ventouris)
Study on the Presence of Banks in the Responses of Generative AI Systems, now in its second edition. I helped develop the measurement methodology and analyzed the results for the Swiss banking market.
2024 – IFZ Study on Generative AI in Finance (with Prof. Dr. Nils Hafner)
Study on the current state of generative AI in the banking and insurance sectors using the two frameworks “Gen AI Scale” and “AI Process Compass.” The work was supported by InventxLab, St. Galler Kantonalbank, and Aargauische Kantonalbank.
2024 – Banking Touchpoints Reloaded (with Prof. Dr. Nils Hafner and Reto Rey)
Study on the Use and Perception of Customer Touchpoints in Retail Banking in the DACH Region. The study was conducted with support from BSI and msg for Banking.
2023 – IFZ Study on Conversational and Generative AI in Finance
Survey on the Use of Chatbots and Generative AI in the Swiss Financial Industry. The findings received widespread media coverage, including in the *Handelszeitung*, *20 Minuten*, and *Netzwoche*.
2021 – Data Quality and Quantity in Retail Banking in the DACH Region (with BSI)
A study examining the actual state of the data infrastructure for personalized customer engagement in banks. It showed that many institutions fail because of data quality issues before they even get to AI.
2021 – Conversational Banking in the DACH Region
The first comprehensive survey of chatbots and voicebots at banks in Germany, Austria, and Switzerland. The study served as the basis for several follow-up projects at the IFZ.
2021/2022 – “Improving Financial Literacy with Chatbots,” Informatik Spektrum (Springer)
A scholarly article examining whether financial literacy can be improved through dialogue-based systems. The article combines insights from financial education with conversational design.
2025 – “Generative AI – Lessons for Retail Banking,” The Bank Blog
A technical article summarizing the key findings from my banking projects over the past few years. I also deliberately pointed out the typical misconceptions that I come across time and again.
2025 – “AI in the Financial Sector,” REthinking Finance (with Prof. Dr. Nils Hafner)
A joint research paper on the strategic importance of generative AI for financial institutions. This article is aimed at decision-makers and offers a level-headed assessment of the hype.
2023 – IFZ Retail Banking Blog: “How Is ChatGPT Affecting the Swiss Financial Industry?”
One of the first German-language academic articles on the implications of ChatGPT for banks. The text was published in January 2023 and was widely shared.
2025–2026 – CSS Insurance
Design and implementation of a series of AI workshops for the management teams from the Service Center and Direct Sales at the Root, Lugano, and Lausanne locations. The workshops were conducted in German and Italian, with full translation of all materials, and covered specific use cases such as prompting, custom GPTs, meeting documentation, and complaint handling. The results were used to prepare an analysis for management that included group-specific recommendations, as well as a concept for a scalable AI training program for approximately 400 employees.
2025 – Baloise / Basler Insurance
Concept development and content support for a GEO or AI visibility project. Over the course of several months, I helped develop the presentations and the technical arguments for the discussions with the departments.
2025 – LLMO Workshop with C-Factor AG
Joint workshop on AI search systems for a group of clients in the insurance industry. We have developed a method for measuring visibility in AI responses and then specifically influencing it.
2023 – Helvetia Insurance Switzerland
Technical support for the “Clara” chatbot and its integration with generative AI. Helvetia publicly documented the case, and I have cited it as a real-world example in several interviews and presentations.
2026 – AXA Switzerland
Feature article on chatbots and ChatGPT for the SME magazine “Meine Firma.” The text was based on one of my blog posts and was finalized in close collaboration with the editorial team.
2025 – Lucerne University of Applied Sciences and Arts, Rotkreuz
Facilitator of the “MS365 Copilot for Insurance” seminar. The participants worked directly on their own use cases and, in the process, explored the tool’s limitations in a regulated environment.
2024 – Crealog Summit Days
Keynote: “Generative AI for a Better Customer Experience.” I have shown at which points in the customer journey generative models make a noticeable difference and where they create more work than value.
2024 – I-CEM Online Seminar
Seminar on “Generative AI in Customer Service” for a professional audience in the contact center industry. The format was deliberately designed to be practical, featuring live demonstrations rather than just theory.
2023 – HZ Insurance Day
Moderation of the panel discussion “Large Language Models – Experiences with ChatGPT.” Representatives from several Swiss insurance companies took the stage to share their initial practical experiences.
2022 – Future Talk, University of St. Gallen,
Keynote: “What Insurance Customers Expect from Bots.” This was based on the findings of our IFZ studies at that time on customer expectations in insurance interactions.
2021 – Conversational AI Conference (online)
Keynote on the State of Conversational AI in the Insurance Industry. The launch coincided with a period when many insurers had just put their first bots into production.
2022, 2023, 2024 – IFZ Digital Insurance Experience Study
A multi-year series of studies on the digital customer experience at Swiss insurance companies, for which I was jointly responsible across several editions. The study systematically compares providers and is recognized as the industry benchmark.
2021–2022 – IFZ Touchpoints Insurance Study
An analysis of customer touchpoints in the insurance industry and their importance from the customer’s perspective. The results showed clear differences between insurers’ self-perception and how they are perceived by others.
2021–2022 – IFZ Conversational Insurance Study (DACH)
A Survey of Chatbots and Voicebots at Insurance Companies in Germany, Austria, and Switzerland, with a Focus on Switzerland. It was the first study of its kind for the industry in the DACH region.
2021 – Guest Article in the IFZ Insurance Study
Article on the role of automated customer dialogs in the insurance industry. He placed conversational AI within the broader context of digital transformation strategies.
2021 – HZ Insurance Article Series
A multi-part series of guest articles on Conversational Insurance, including “Phone Calls Are Out, Chatting Is In,” “Sympi, Zore, and the Corona Bot,” “CSS and Swica Are Chatting, Too,” and “It Doesn’t Always Have to Be a Chatbot.” The series introduced the topic to a broad Swiss insurance audience for the first time.
2021 – Swiss Re Institute Research Blog: “Is the future humanoid chatbots?”
An article on the question of how human-like chatbots should be in the insurance context. The text discusses the tension between trust and transparency.
2024 – Book chapter “Be the Bot – Insurance Customers in the Role of a Chatbot” (Springer)
A chapter in the textbook *Customer Dialogue Management* that describes an experimental setting in which customers themselves take on the role of the bot. The insights I gained from that experience continue to shape my workshops to this day.
2023 – Handelszeitung: “Digital Experience at Swiss Insurers”
An article on the industry’s progress in the area of digital customer experience. It was based on the findings of the IFZ study series.
2025 – Kraftwerk Ganz Gesund, LLC
Design of a hybrid AI-powered health coaching system based on the GOTOIT and Functional Medicine frameworks. From a technical standpoint, SwissGPT was designed to ensure that sensitive health data remains in Switzerland.
2026 – Personalized AI Coaching for a Medical Practice
A personalized support program consisting of twelve 90-minute sessions held every two weeks. The course focuses on building your own CustomGPTs for everyday practice and on using generative AI confidently and with an awareness of data privacy.
Since 2024 – Workshop Series for Medical Practices
Jointly offered workshops on “The Future of Medical Practices with Generative AI,” including AI tools for everyday practice. In addition, we have developed ChatGPT and generative AI guidelines for healthcare companies.
2021 – Roche Pharma
Consulting on chatbots and AI applications in the pharmaceutical industry. A recurring topic was how to address regulatory requirements in automated communication.
2021–2023 – Lucerne Cantonal Hospital
Consulting on the use of AI and dialogue-based systems in hospital operations. This later led to a presentation at the company’s internal dialogue event.
2021 – Schulthess Clinic
Consulting on AI applications in hospital operations and patient communication. The collaboration continued later during the performance at the Schulthess Forum.
Since 2026 – Autism Switzerland
Workshop on the use of AI tools within the organization and in working with those affected. Particular emphasis was placed on simple, clear language and on the protection of highly sensitive data.
Since 2026 – Training for Health and Nursing Professionals
Practical AI training featuring real-world case scenarios from everyday caregiving. Using examples such as visit reports and medical inquiries, we worked together to determine when anonymization is necessary and when its use is acceptable.
2026 – Davos Medical Congress (Lunge Zurich)
Several presentations on generative AI in medical practice will be held throughout the conference. The audience consisted of practicing physicians with a wide range of prior knowledge.
2025 – EQUAM Annual Conference
Keynote: “AI and Empathy in Medicine.” I explored the question of whether a system can appear empathetic without actually being empathetic, and what that means for the doctor-patient relationship.
2025 – Fresenius Medical Care Customer Event
Keynote: “AI—More or Less Empathy Than Humans?” The presentation combined insights from my dissertation with practical examples from the healthcare sector.
2025 – Schulthess Forum, Zurich
Keynote Presentation and Discussion on “AI in Medicine” as part of the event on legal issues in healthcare. The legal framework led to a very concrete debate on liability and responsibility.
2025 – DiG General Meeting
Presentation titled “AI in Healthcare” before the Swiss Association of Professions Related to Data Protection in Healthcare. Data protection and the use of AI were presented not as opposing concepts, but as a challenge that can be solved together.
2025 – ARTISET Symposium
Keynote address titled “Human or Machine? How AI Is Transforming Social Services” as part of the conference on sustainable service strategies. The message was addressed to leaders of institutions serving people who require care.
2025 – SHQA Conference (Pharmaceuticals and Quality)
Two conference sessions on the use of generative AI in quality-assured processes. In addition to a keynote presentation, there was a hands-on session in which participants assessed their own processes for AI readiness.
2024 – Richmond Healthcare Forum / Health Summit Davos
Keynote presentations and workshops on the responsible use of generative AI throughout the patient journey. The format combined keynote presentations with in-depth workshop sessions for the participants.
2024 – Swiss eHealth Summit
Keynote: “The Disruptive Power of Generative AI: Are Traditional Healthcare Professions at Risk?” I deliberately exaggerated the issue and then clarified which activities will actually change.
2024 – Lucerne Cantonal Hospital, Dialogue Event
Keynote address titled “How Is AI Changing Medicine?” delivered to hospital staff. The ensuing discussion focused heavily on reducing the administrative burden in day-to-day work.
2024 – Statisev Annual Conference
Keynote: “How Is AI Affecting the Healthcare Industry?” The presentation was aimed at a German audience of professionals in the inpatient care sector.
2024 – Lucerne Health Trend Days
Participation in the panel discussion “Opportunities and Limitations of AI.” The panel was made up of experts from various disciplines and focused in particular on the issue of responsibility in AI-supported decision-making.
2024 – SBAP
Online training course “ChatGPT and Similar Tools in the Daily Work of Psychologists” for the Swiss Professional Association for Applied Psychology. There was particularly intense discussion about the question of where therapeutic work must remain clearly AI-free territory.
2023 – Digital Health Center, Zurich
Presentation: “AI in Healthcare: Opportunities, Risks, and ChatGPT.” The event took place at a time when many institutions were still in the very early stages of their AI initiatives.
2023 – Iaculis Meet & Greet
Keynote: “The Use of AI—The Next Level of Personalization in Medicine?” The central question was how far personalization should be allowed to go in a sensitive context.
2024 – Book: “The Use of Generative AI in Modern Medicine” (with Dr. Daniela Suter, BoD)
A 244-page reference book that explores use cases for generative AI, ranging from diagnostics to patient communication. It is aimed at physicians, decision-makers, and students, and brings together medical, technological, and ethical perspectives.
2025 – Book chapter “Large Language Models and AI-Powered Bots in the Patient Journey” (Springer)
Article in the anthology *Artificial Intelligence in Support of a Successful Patient Journey*. This chapter describes the stages of the patient journey where dialogue-based systems are most effective.
2024 – Series of technical articles in Netzwoche and IT-for-Health
Several articles, including ones on ChatGPT for medical reports, reducing bureaucracy in the healthcare system, and the healthcare system of the future. The series has covered this topic continuously over the course of a year.
2026 – Interview with Medinside and SBAP feature article in *Punktum*
An interview about his own approach to AI, titled “I never ask AI anything I don’t know anything about.” An additional article on generative AI in psychology was also written for the association’s magazine, *Punktum*.
Since 2025 – Board Member, DiG Association – Data Protection in Healthcare
Member of the Executive Board since March 2025. I contribute my perspective on AI systems and their implications for data protection.
2025 – SECO, Public Chatbot Multi-Tenant Platform (with TN-ICT)
Technical contribution to a request for proposals for a multi-client chatbot platform for the public sector. My responsibilities included, in particular, conducting a technical and conceptual assessment to determine which requirements could be met using RASA and where gaps remained.
2023 – SECO
Keynote speaker and moderator at the State Secretariat for Economic Affairs. The event was designed to introduce employees to the topic of generative AI and to gather any questions they might have.
2023 – Federal Leadership Conference
Keynote address and moderated discussion on ChatGPT for federal government executives. It was one of the first events of its kind in the Swiss government and was released as a video.
Since 2021 – Canton of Baselland
Consulting on chatbots and AI applications in cantonal government. One of the topics discussed was how to effectively automate responses to citizen inquiries.
Since 2021 – Basel-Stadt Compensation Fund
Consulting on the use of dialogue-based systems in a highly rule-based administrative environment. This case served as a prime example of how important clean knowledge bases are for generating good bot responses.
Ongoing – AI Innovation Sandbox, Canton of Zurich
Research on AI Competence and AI Literacy Assessment in Public Administration. The goal is to make it possible to measure the actual level of competence and to use that information to identify paths for continuing education.
2024 – Association of Thurgau Municipalities
Keynote: “ChatGPT for Municipalities in Thurgau.” I presented specific examples from day-to-day municipal operations, ranging from minute-taking to communication with residents.
2024 – VZGV
Brown Bag Session on Using ChatGPT at the Association of Zurich Municipal and Administrative Professionals. The compact lunchtime session was deliberately designed to be accessible and thrived on questions from the participants.
2024 – VPZS, multiple editions
Online seminars titled “Using ChatGPT Successfully in Everyday Work Life” for the Association of Zurich School Administrations in June, October, and November. Due to high demand, the show was rerun three times within a year.
2023 – WBK Workshop Days
Keynote: “Artificial Intelligence for Everyone.” The event was aimed at a broad audience with no prior technical knowledge.
2026 – SRG Central Switzerland
Workshop: “Artificial Intelligence in the Classroom: Opportunities, Risks, and Media Literacy.” It is aimed at teachers and media professionals and combines media literacy with the practical use of AI.
2026 – SSR.CORSI / RSI, “True, False, or AI?”
Bilingual public event in Ticino on AI literacy and disinformation, held in Italian and German. For this format, I’ve developed two easy-to-understand prompt frameworks for non-experts: K.L.A.R.O. and W.A.H.R.
Since 2021 – HSLU, Institute for Financial Services Zug (IFZ)
Lecturer and experienced scientist with a team leadership role. I oversee studies and research projects on conversational AI, generative AI, and AI visibility, and I teach in bachelor’s and master’s degree programs as well as in CAS and MAS programs.
Ongoing – HSLU, CAS in Sales and Marketing in Banking
The “Chatbots in Banking” module is an integral part of the continuing education program. Participants will work on their own use cases from their respective institutions.
Ongoing – HSLU, CAS in E-Commerce Management
“Chatbots in E-Commerce” module, with a focus on conversational commerce. The topics covered include lead generation, consultation during the purchasing process, and after-sales service.
2021– ZHAW, CAS in Marketing
Module: “Chatbots as Part of Marketing Automation.” The focus is on integrating dialogue-based systems into existing automation lines.
2021 – HWZ, CAS in AI Management
“Chatbots and AI” module for executives responsible for AI initiatives. It’s less about technology and more about management, prioritization, and change.
Ongoing – FHGR, CAS in Digital Communication Excellence
“AI in Communication” module. Participants will explore how generative tools can be integrated into communication processes without losing their own voice.
Ongoing – HSLU, Bachelor’s Theses
Supervision and evaluation of bachelor’s theses in the field of AI and conversational AI. To that end, I have developed my own evaluation grids and assessment documents.
2025 – HSLU Rotkreuz, June 12–28
Instructor for the specialized course “Artificial Intelligence in Banking—Practical Insights for Financial Sector Professionals.” The course combines foundational knowledge with specific real-world examples from the banking sector.
2025 – HSLU Rotkreuz, May 8
Co-lead of the specialized course “Advanced Prompt Engineering and Generative AI – Leveraging AI Agents to Drive Profitability in Your Workflows.” This course is designed for people who want to go beyond basic prompting.
2024 and 2025 – HSLU, multiple sessions
Organization and facilitation of the specialized course “Prompt Engineering & Generative AI—Boosting Your Own Productivity as a Business User,” scheduled for November 2024 and February 2025, among other dates. The course has been repeated several times due to high demand.
2020 – Kalaidos University of Applied Sciences
Facilitator of the Workhack “Artificial Intelligence: The Example of a Chatbot.” The participants built a working prototype in a single day.
2025 – South Tyrol Training Unit
Two-day seminar: “AI and ChatGPT for Educators.” In addition to the tools, there was an in-depth discussion of how teachers should handle AI-generated student work.
2025 – Zurich Computer Science Days
Workshop “AI for Families—A Responsible Path to the Future with ChatGPT & Co.” in collaboration with Meike Tarabori. Parents and children worked together on the same tasks.
2025 – Tele1
TV segment on AI in everyday school life. In it, I explain why bans rarely work in school and what does help instead.
2024 – University of Klagenfurt
Online lecture on “Generative AI & ChatGPT” for university alumni. The audience represented a very broad range of professional backgrounds, so the content was designed to be fundamental.
2023 – ZAL
Seminar titled “Artificial Intelligence in Schools Using ChatGPT” for the Zurich Teachers’ Continuing Education Association. It was one of the first continuing education programs of its kind in German-speaking Switzerland.
2021–2022 – Rivella AG
Consulting on chatbots and AI in the context of marketing and consumer goods. One of the topics discussed was how brand personality can be conveyed in automated conversations.
2021 – Mettler Toledo
Consulting on AI applications in the international B2B environment. The focus was on internal knowledge management and customer support.
2021 – WISAG AG
Consulting services related to chatbots and AI-powered communication processes. For a service provider with a highly decentralized organizational structure, the issue of scalability was a top priority.
2025 – MDMcircle by foryouandyourcustomers AG
Keynote: “AI in B2B Commerce.” I have demonstrated how generative models are transforming product data and customer interactions in the B2B sector.
2024 – Studerus Technology Forum (TEFO), Zurich
Presentation: “AI in Use at SMEs.” The presentation was deliberately tailored to small budgets and small teams.
2026 – Carpathia Blog
Guest Article: “AI Visibility in E-Commerce: What We Can Learn from E-Bike Newcomer Miloo.” Using a specific example, this article analyzes how a young provider is gaining visibility in AI-generated responses.
2026 – TeleBern
TV report on AI in the retail sector. I explained how customers are already coming into contact with AI in the store without even realizing it.
2020 – Gasthaus Adler, Emmenbrücke
Chatbot project with integration into the newly launched website. The case was featured in the magazine *Chef-Sache* as a practical example for small businesses.
Since 2025 – Joaia
Member of the Advisory Board of the Swiss AI and tourism startup. I support the team with product-related questions and in building its network within the industry.
2026 – Baselland Tourism, January 22
Presentation at the members’ meeting. The presentation was aimed at tourism service providers in the region and showcased practical AI applications for small businesses.
2021–2025 – Zurich Tourism
Consulting on chatbots and AI in guest communications. Multilingualism and the volume of seasonal information were the main challenges in this context.
2024 – Locarno Film Festival / digitalswitzerland
Participation in the “AI in Action” AI panel as part of the festival. The panel discussed the impact of generative AI on the creative industries and society.
2026 – taz.de
Interview titled “I don’t like having an AI chatbot tell me where to go on vacation.” In it, I described the limitations of algorithmic recommendations in the context of travel.
2025 – t3n
Online course “SEO for AI: Optimize Your Website for ChatGPT & Co.” in the t3n Shop. The course was one of the first structured German-language continuing education programs on the topic of LLMO.
2025 – Digital Bash Marketing Tools
Keynote: “Visibility on ChatGPT—What You Need to Know.” The presentation was aimed at marketing professionals who hadn’t yet noticed the shift away from traditional search behavior.
2025 – MTP Alumni Event, Nuremberg
Keynote: “AI in Marketing.” In addition to the tools, the discussion focused on which marketing skills will become more important in the future.
2025 – Business Forum for Women
Online Presentation: “Using AI Wisely.” The format was deliberately designed to be practical and accessible to those without prior technical knowledge.
2025 – TAB (The Alternative Board) Annual Event
Presentation: “AI in Everyday Life and for Entrepreneurs.” The audience consisted of owners of small and medium-sized businesses.
2025 – CMM360
Hosting the webinar “CustomGPTs – Introduction and Best Practices to Follow.” Participants were able to help build the project live instead of just watching.
2024 – OMR Masterclass,
Keynote “AI: Hype or Not?” as part of the OMR Festival. The lecture offered a critical—but not disparaging—assessment of the euphoria of that time.
2024 – AI Masterclass in Zurich and Berlin (kirevolution), September and November
Two two-day masterclasses titled “Boost Your Marketing Productivity & Customer Experience.” The format combined presentations with intensive hands-on work on the participants’ use cases.
2023 – Text-Akademie Foundation,
Moderator of the panel discussion series on the impact of AI on writing and the publishing industry. The series was featured in *Werbewoche*.
2023 – CRK Focus
Keynote: “Chatbots and ChatGPT.” The event was aimed at communications and marketing professionals.
2023 – IREM Networking Event
Keynote: “Will ChatGPT Take Our Jobs?” The pointed question led to a very open discussion about fears and opportunities.
2022 – Digital Bash Customer Experience
Keynote: “Chatbots to Improve the Customer Experience—Is That Possible?” The presentation was deliberately designed to be open-ended and also highlighted instances in which bots can negatively impact the customer experience.
2020 – Off the Clock Zurich (Freshworks)
Keynote: “Chatbots and Internal Support—How, What, and Why?” At that time, internal bots were still much less prevalent than customer-facing applications.
2020 – DIALOGUM, 12th Customer Experience Summit
Speaker on the topic of automated customer dialogs. The summit is aimed at CX leaders from German-speaking countries.
2020 – IGEM After-Work Party
Speaker on the buzzword “chatbot.” The format thrives on making a buzzword accessible in a short amount of time.
2020 – ChatbotCon
Interview on “Do’s and Don’ts When Building a Chatbot.” Above all, I’ve described the mistakes I see time and time again in projects.
2020 – Renuo Get-Together
Participation in the panel discussion “Artificial Intelligence in Our Daily Lives: Opportunity or Threat?” The panel was deliberately chosen to be controversial.
2020 – Dynamics 365 Marketing Experience Group
Presentation on use cases and networking as part of the Meetup series. The focus was on specific initiatives implemented by the participants.
2020 – diginect, Lucerne
Presentation and workshop on the use of chatbots. After the presentation, the participants outlined their own concepts.
2017 – Online Marketing Conference (OMK), Bern
Presentation on Chatbots in Marketing. It was one of my very first conference presentations on the topic.
Ongoing – Feature articles in numerous media outlets
Regular contributions to publications including Netzwoche, CMM360, persönlich.com, t3n, Handelsblatt, FAZ, Springer Professional, Marconomy, IT-Markt, Swiss IT Magazine, it-daily, GoGreen, SOM Online Marketing, Werbewoche, Computerworld, iBusiness, Südtirol News, and deutsche-startups.de. The topics range from AI visibility to prompting to AI in customer interactions.
Since 2025 – Column on Zentralplus
A regular column offering a societal perspective on digitalization and AI, including “Why We Shouldn’t Leave Thinking to ChatGPT.” This format deliberately allows me to take a more pointed stance than I would in a scholarly article.
Since 2019 – Writer at MoreThanDigital
An ongoing series of articles on digitalization and AI. The platform is aimed at a broad audience of entrepreneurs.
Since 2020 – “Sophie’s Next AI Talk” podcast
Her own podcast, launched in early 2020 initially as “Sophie’s Chatbot Talk,” featuring conversations with experts from the fields of research and practice. New episodes are released every two weeks.
Ongoing – YouTube channel and WhatsApp newsletter
Our own YouTube channel featuring explanatory videos and hands-on content, as well as a WhatsApp group for the latest AI news. The videos are also used to generate blog posts on my website via a custom GPT that has been specifically trained for this purpose.
2026 – HR Bern
Online Training Course: “AI in HR—Applying the Fundamentals of AI Correctly.” The course teaches HR professionals the basics and explains the legal and ethical implications of AI in the field of human resources.
2026 – AI in HR, Training Program for Companies
A comprehensive training program covering the fundamentals of AI, prompting, and the impact on recruiting. Among other things, the discussion will cover how AI is changing the job application process and how recruiting processes should adapt to these changes.
2020 – HR Swiss, Series of Articles
Several articles on “Chatbots as Onboarding Tools,” “The Chatbot as a Job Search Assistant,” and “Chatbots Instead of Career Landing Pages.” The series was one of my early areas of focus outside the financial sector.
Since 2023 – AlpineAI (SwissGPT)
Initially served as Growth Lead; has been a member of the Board of Directors since mid-2024. I support the team in business development, marketing, and product management, and have contributed to the go-to-market strategy, direct mail campaigns to municipalities, and the YouTube and content strategy, among other things.
Ongoing – Cloudburst
Serving on the advisory board of the technology company. The discussion will focus on positioning and product development in the field of AI.
2025 – LeasePlan Germany
Several presentations on AI in customer service and in everyday work will be held throughout September. The series was aimed at various teams within the company.
2025 – OneMedia Consulting, Marketing Automation Report
Technical guidance for the study and discussion on how to further develop its content. A recurring theme was the classification of agent-based AI approaches.
2025 – Enreach Partner Conference, Bochum
Keynote: “Not ‘If,’ but ‘How’: AI as a Must-Have in Customer Communication.” The audience consisted of partner companies in the telecommunications sector.
2024 – Bithawk Networking Event
Keynote: “Generative AI Is More Than Just ChatGPT.” I have highlighted the range of generative systems beyond their best-known example.
2024 – dachnug51, DNUG Annual Conference
Two keynote presentations on AI and its impact on businesses. The conference is aimed at a technically savvy audience from the collaboration sector.
2024 – stars Switzerland Symposium, Zurich
Presentation: “Emerging Technologies Reshaping Possibility.” The symposium brings together leaders from various disciplines.
2022 – SwissICT InnoTalk, Zurich, 17
Presentation: “Finding and Implementing the Right Conversational AI Use Case.” The paper provided a structured methodology for use case selection.
2022 – Contact Center Summit (I-CEM)
Keynote: “Automating Customer Conversations with Chatbots.” The presentation combined market data with specific examples of implementation.
2020 – Customer Technology World, Amsterdam
Keynote on the Use of Chatbots in Customer Interaction. It was one of my first international presentations on this topic.
2020 – cybernetix.world, Darmstadt
Keynote address at the conference on cybernetic and AI-driven systems. The presentation placed conversational AI within a broader technological context.
2020 – World Usability Day
Keynote focusing on the user-friendliness of dialog-based systems. The central argument was that a chatbot without a well-thought-out concept would worsen any user experience.
2020 – Digital B2B Forum, Bern
Keynote on Chatbots in the B2B Sector. I have explained why B2B use cases differ structurally from those in B2C.
2020 – bitkom Academy, July and October
Two webinars: “Creating a Successful Chatbot Concept with Chatbot Canvas.” The Canvas is a tool I developed that has since been used in many projects.
2020 – Garaio Labs, various dates
A series of webinars on topics including “Building Customer Loyalty with Chatbots,” “Actively Engaging Employees with a Chatbot,” and a behind-the-scenes look at AI—some of which were co-hosted with Pascal Probst. The series ran throughout the spring and summer of 2020.
2020 – Bluelion Incubator
“Build Your Own Chatbot” Workshop for Startups and Aspiring Entrepreneurs. The participants built their own bot in just a few hours.
2019 – Chatbot Summit, Berlin
Speaker on the topic of conversational AI at one of the most important international chatbot conferences at the time. The presentation significantly expanded my international network in this field.
2018 – Connecta, Bern
Speaker at the Swiss Post Innovation Conference. At that time, chatbots were still completely uncharted territory for many companies.
2023 – BSI, Webinar with Christoph Bräunlich
Webinar: “Open Source Instead of OpenAI—For Greater Data Protection and Transparency in Customer Management.” It was an early and, in Switzerland, highly significant examination of the issue of model sovereignty.
2024 – Dashöfer
Live Online Seminar: “ChatGPT & Co. in the Real Estate Industry.” The topics covered included creating property listings, communicating with clients, and handling property data.
2019 – SVIT Immobilia
Feature article “Chatbots—How to Talk to a Computer.” The article introduced the industry to the topic for the first time.
Since 2025 – AI Visibility Check
Development and implementation of a proprietary analytics service that examines how and whether a company is mentioned in the responses of large language models. The assessment provides not only a snapshot but also a prioritized list of actions for improvement.
Since 2025 – “Ask Sophie” AI Consultation Hour
An ongoing consulting service offered as a retainer subscription for SMEs and executives, with unlimited questions via email or WhatsApp and no hourly billing. The offer is intentionally limited to six spots—one per industry—to avoid any conflicts of interest.
2025–2026 – “AI Visibility” Course Series and Webinars
Development of a comprehensive course curriculum featuring three sets of handouts and an accompanying webinar series. This also included the positioning, the marketing materials, and the associated landing pages.
2026 – Webinar: “My AI Is Working Overtime”
Concept development, PR campaign, and hosting of our own webinar. The campaign included a broad-based media outreach effort as well as personalized outreach to prospective customers in the DACH region and Ticino.
2025–2026 – Client Projects: AI Visibility
Analyses and implementation support for various companies, including Vitapower, Baloise (in collaboration with C-Factor), and the Seonar pilot projects. In addition, there are numerous smaller engagements for SMEs in German-speaking Switzerland and Ticino.
Since 2025 – AI Visibility Report
A standalone report on the performance of companies in AI systems. It laid the methodological foundation for the subsequent industry-specific reports.
2026 – Digital Products Focused on AI Visibility
Development and distribution of several digital products, including a GEO-Guide, prompt templates for conducting your own visibility analyses, and an action plan to increase AI visibility. The products go through an automated sales and follow-up process.
2025 – Book “Hey AI, What Are You Doing?” (with Meike Tarabori, BoD)
My fourth book, a practical guide for parents, families, and educators, featuring over 50 prompts to try out right away. It’s the book that’s closest to my heart because it brings AI literacy to places where it’s least expected.
2026 – Italian edition “Ehi, IA! Cosa stai facendo?”
Translation and publication of the Italian version, funded through a crowdfunding campaign in Ticino. The campaign was successfully completed in June 2026 and received coverage in several Ticino media outlets.
2025 – AI for Families, Zurich
Saturday event “A Responsible Path to the Future with ChatGPT & Co.” for families. Parents and children tried things out together and then discussed rules for at home.
2026 – Lido Mappo Campground, Tenero
AI workshop for kids right at the campground. The Corriere del Ticino covered this unusual setting in an article titled “Artificial Intelligence Among Tents and RVs.”
2026 – La Rondine, Ascona
Discussion evening titled “Living Better with AI?” and an accompanying interview on why we need an AI book for children and parents. The event was aimed at a German-speaking audience in Ticino.
Ongoing – Workshops and presentations for schools, communities, and senior citizens
Regular programs in German-speaking Switzerland and Ticino, based on the book and its Italian edition. The content is tailored to the age and prior knowledge of each group.
Since 2026 – Ticino Digitale
Co-founded a nonprofit initiative focused on digital literacy and AI knowledge in Ticino. The initiative is a partner of Swiss AI Weeks and organizes its own events in Italian-speaking Switzerland.
2025 and 2026 – AI Salon Lugano
Helped establish the Ticino branch of the international AI Salon network. In January 2026, I gave a presentation there myself.
2025 – 1st Locarno AI Masterclass (with TicinoWeb)
Organization and management of the first AI Masterclass in Locarno. The event was announced and covered by several media outlets in Ticino.
2024 – Original Study on AI Use in Ticino
Survey on the Use of Chatbots and Voicebots in Companies in Ticino. The results were published in the Corriere del Ticino and in 20 Minuti Ticino.
2026 – Madame Frigo Tenero
Setup and promotion of the third community refrigerator to combat food waste. I created flyers, a presentation, a hygiene plan, and press materials in German and Italian, and organized the opening ceremony, which was covered by RSI.
Since 2025 – Contra Insieme Association
Commitment to fostering connections between primary and secondary residents in the municipality of Contra. The organization hosts events that bring both groups together.
Since 2025 – Microcasa
Contributing to the dissemination of knowledge about tiny houses in Ticino. This commitment combines my interest in sustainable construction with building local connections.
2026 – Media Relations in Ticino
Numerous interviews, guest columns, and articles in Corriere del Ticino, tio.ch, ticinolive, TicinoDigitale, and RSI. The topics range from AI for children to business opportunities and food rescue.
2018–2023 – AI Marketing Meetup Zurich / ai-zurich
Establishing and building a community for the exchange of ideas on artificial intelligence in business. In 2023, I deliberately shut down the community because other projects needed more attention.
Since 2022 – greenwishing.ch
Co-founded the association together with Martina Bühler; the idea came about over a glass of wine in early 2022. The organization challenges greenwashing, raises awareness among companies and consumers, and organizes events, workshops, and keynote presentations on the topic.
Ongoing – SwissInsights
Member of the Executive Board with a special commitment to the Data Fairness Label. The label ensures transparency regarding the fair handling of data.
Since 2025 – DiG, Data Protection in Healthcare
Member of the Executive Board since March 2025. There, I combine the data protection perspective with my knowledge of AI systems.
An introduction to AI. I was personally responsible for the concept, organization, and implementation.
2023 – fundraiso.ch
Interview on ChatGPT in a nonprofit context. In it, I also explained that I adjust my daily rates to reflect the financial capabilities of nonprofit organizations.
2021–2026 – University of Fribourg, Human-IST, supervised by Prof. Dr. Edy Portmann
Doctoral dissertation “FCCC Framework for Conversational AI Systems – Designing Self-Regulating Systems with Fuzzy Conversational Character Computing,” DOI 10.51363/unifr.eth.2026.034, defended on March 5, 2026. The framework we developed combines fuzzy logic, character computing, and conversational theory with the goal of making chatbots and voicebots more empathetic, personalized, and ethically responsible, particularly in sensitive sectors such as banking, insurance, and healthcare.
AI Visibility, LLMO, and GAIO
Research on the visibility of companies, brands, and content in AI systems such as ChatGPT, Perplexity, and Gemini. The study examines both optimization strategies and reliable measurement methods.
AI Chat Management
Research on the strategic management of corporate presence and customer interaction in AI chat environments. One focus is on content orchestration in a post-click world.
Changes in Search Behavior Due to AI Tools
An Empirical Study on the Use of ChatGPT, Perplexity, Google, and Other Systems in the DACH Region. The study examines differences among target groups, trust, and usage habits.
Generative AI in Finance
Research on application areas, frameworks, and implementation strategies for generative AI in the banking and insurance sectors. This has led, among other things, to the development of the Gen AI Scale and the AI Process Compass.
Generative AI in Healthcare and the Patient Journey
Research on the responsible use of language models and bots throughout the patient journey. Special attention is given to medical communication.
AI Expertise in Public Administration
Research on AI literacy assessments and competency development, including as part of the Canton of Zurich’s AI Innovation Sandbox. The goal is to develop a practical tool for measuring competency levels.
AI Literacy for Families, Parents, and Educators
Research and educational initiatives on the responsible use of ChatGPT and similar tools in families and schools. These insights are directly incorporated into books and workshops.
FCCC-based voicebots
Innocheck preliminary study on the prototypical implementation of the FCCC framework in a voicebot in collaboration with our industry partner SHL. The prototype will first be evaluated separately before the possibility of integrating it into production is considered.
Synthetic Modeling for Digital Ethics and Ethic Check for Conversational AIs
Two closely related lines of research on the ethical evaluation of dialogue-based systems. The Ethic Check was first presented as part of the CHI 2022 workshops on conversational user interfaces.
2026 – “An Ethics-Check Framework for Conversational AI Life Agents,” Informatik Spektrum (Springer)
Fuzzy-based evaluation scheme applied to the FCCC architecture. This article operationalizes ethical requirements that otherwise tend to remain merely declarative.
2026 – “A Framework for the Use of Artificial Intelligence,” Informatik Spektrum (Springer)
Contribution to a structured framework for the use of AI in organizations. It combines the user’s perspective with organizational requirements.
2025 – “Chatbots with Character,” EUSFLAT 2025, Springer LNCS (with Ramón Christen and Edy Portmann)
Conference paper on the concrete implementation of fuzzy conversational character computing. It demonstrates for the first time that the framework can be implemented in practice.
2025 – Study: “ChatGPT & Co. vs. Google – Who Uses and Trusts Whom?”
An independent study on changes in search behavior in the DACH region, involving over 1,100 participants from Germany, Austria, and Switzerland, conducted in March 2025. The study examined penetration, trust, usage habits, and paid subscriptions, broken down by age, digital literacy, income, and occupational group.
2024 – Book chapter in *Customer Dialogue Management* (Springer Fachmedien)
Two chapters: “Large Language Models in Customer Interactions—Opportunities, Risks, and Prospects” and “Be the Bot.” Both combine theoretical analysis with concrete practical examples.
2023 – “Adapting the Dialog to the User’s Personality,” Informatik Spektrum
A Paper on the Application of Character Computing Methods in Dialogue Design. It is an important component of my dissertation.
2023 – “Fuzzy Conversational Character Computing”
Published in both *Informatik Spektrum* and the *Book of Abstracts* of EUSFLAT and AGOP 2023 in Palma. This marked the first time the framework was presented to an international audience of experts.
2023 – “Automated Customer Conversations: Balancing Costs and Customer Experience” (Springer)
Book chapter in the *Forum on Service Management*. It highlights the conflict of objectives that arises in almost every automation project.
2023 – Conversational Bots & AI Report (with Service Excellence Cockpit)
Joint Market Report on the State of Dialogue-Based Systems. He combined cockpit data with my professional analysis.
2021 – “A Strategy Framework to Boost Conversational AI Performance,” Marketing Review St. Gallen (with Prof. Dr. Christian Hildebrand)
Contribution to a strategic framework for successful conversational AI projects. It is specifically aimed at management.
2017 – “Chatbots: An Interactive Technology for Personalized Communication, Transactions, and Services”
Awarded the Best Paper Award at the WWW/Internet Conference in Portugal. It was my first academic paper on the subject and the starting point for everything that followed.
2017 – “Communicating and Transacting with Chatbots – Insights from Public Transportation”
Study on dialogue-based systems in public transportation. I wrote this paper while I was pursuing my master’s degree.
2025 – “Hey AI, what are you doing?” (with Meike Tarabori, BoD)
A guide for parents and children that takes a playful approach to artificial intelligence and includes over 50 prompts to try out. The Italian edition followed in 2026.
2024 – “Generative AI for Businesses” (BoD)
A practical guide to strategies, use cases, and tools for everyday business operations. The book guides readers through the process from the initial idea to its long-term implementation.
2024 – “The Use of Generative AI in Modern Medicine” (with Dr. Daniela Suter, BoD)
A 244-page reference book on opportunities, challenges, and patient-centered applications. It brings together medical, technological, and ethical perspectives.
2024 – “Customer Dialogue Management” (with Prof. Dr. Nils Hafner, Springer)
A reference book on value-adding customer dialogues in the age of digitalization, published in February 2024. It brings together contributions from numerous expert authors.
2020 – “Digital Friends” (Wiley)
My first book, a practical guide to the successful use of chatbots in businesses. In April 2021, *Werbewoche* named it one of its four “must-reads.”
2020 – Female Digital Innovators
Recognized as one of the Female Digital Innovators of 2020. She recognized my pioneering work in the field of chatbots and conversational AI in Switzerland.
2017 – Best Paper Award, WWW/Internet Conference, Portugal
Award for my first research paper on chatbots. She was a key early catalyst for continuing down that path of research with determination.
