Mastercard's AI Lead on the Shift from Chatbots to Agents, Trust as Currency, and Knowledge-First AI
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Summary
Mastercard's AI lead Federico Cohen Freue reveals that enterprise AI demand has shifted dramatically — from over half of requests being for chatbots a few years ago to over half now being for AI agents. The article explores key themes: the rise of agentic payments, the concept of trust as the fundamental currency in AI deployment, and the critical principle that knowledge infrastructure must precede action-oriented AI systems. Cohen Freue manages roughly a thousand AI requests per year at Mastercard, reflecting the scale of enterprise transformation underway.
Source
UX MagazineMastercard's AI Lead on the Shift from Chatbots to Agents, Trust as Currency, and Knowledge-First AIuxmag.comKey quotes
· 3 pulledA few years ago, more than half of those requests were for chatbots. Today, more than half are for agents.
Trust is the currency, knowledge is the engine.
You can't have action without knowledge first.
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