AI is revolutionizing customer service in financial services, but the industry faces a critical challenge—striking the right balance between automation, compliance, security, and the human element. This session will explore how AI and automation are transforming traditional contact centers into smarter, agile hubs of efficiency and customer engagement.

Panelists will delve into the critical role of process understanding in uncovering digital transformation initiatives—from optimizing workflows and ensuring compliance to addressing technology adoption challenges, as well as discuss how these insights pave the way for the successful integration of Agentic AI in customer service functions. This powerhouse panel of industry leaders will explore:

• The Next Evolution of AI in BFSI – how AI-driven automation combined with deep process intelligence transforms traditional contact centers, enhancing efficiency, customer satisfaction, and regulatory compliance.

• Real world Impacts- Discuss real-world examples of how process understanding uncovers digital transformation opportunities, streamlines operations, and addresses technology adoption challenges.

• Strategic Adoption and Deployment- Delve into the strategic adoption of Agentic AI in customer service and its synergy with process intelligence to drive measurable business impact and future-proof contact center operations.

• AI as a Competitive Advantage – Real-world examples of how banks, insurers, and credit unions are deploying AI-driven strategies to accelerate customer experience transformation while safeguarding trust and long-term loyalty.