Description

I would use this session to explore our journey in transforming customer engagement and experience through conversational banking, and how Generative AI is reshaping what’s possible. From early chatbot deployments to intelligent virtual assistants, we’ve evolved from basic tree branch decisioning to creating meaningful, human like interactions that build trust, deliver value and provides a consistent experience. I’ll share practical insights from our implementation experience: the challenges we faced, the breakthroughs we achieved, including some highs from our award winning virtual assistant Redi, and how we’re now exploring Generative AI to elevate colleague and customer experiences, streamline operations, and unlock new service models. Attendees will gain a behind the scenes look at how we’re approaching this responsibly in a regulated industry. Whether you’re in financial services, tech, or CX design, this session offers strategic inspiration and actionable takeaways for anyone looking to harness AI in colleague and customer facing environments.

Key Benefits for the Audience:
• Learn how conversational AI is being scaled in banking
• Understand the role of Generative AI in internal and external servicing experiences
• Gain insights into ethical and regulatory considerations • Discover practical lessons from real world deployment