Main Headline

23 April 2026 | 11 AM CET

AI-enhanced Customer Experience for Banks

Where AI assistants, copilots, and advisor tools create the most value, how these capabilities differ, and what a practical roadmap looks like for deploying them in a secure, customer-centric way

This webinar examines how conversational AI can support customer service at three levels: AI assistants for customer self-service, copilots for contact center and operations staff, and advisor tools for relationship managers or branch employees. These are related capabilities, but they serve different purposes:

• An assistant may help a customer block a card, understand a fee, reset access, or find the next step in a process.
• A copilot may help a service agent retrieve the right policy, summarize a case, draft a response, or recommend the most appropriate resolution path.
• An advisor tool may support a banker or relationship manager with context, product knowledge, client history, and conversation guidance.

The webinar will show why these capabilities are most effective when they are designed as part of a connected service model rather than as isolated tools. A customer-facing assistant should know when it can solve a problem directly and when it should escalate to a human. A human agent should receive the right context from the digital interaction so the customer does not have to start over. An advisor should be supported by accurate, timely information rather than forced to search across disconnected systems. When these elements work together, banks can improve service quality and efficiency at the same time.

A major focus of the session will be trust and control

In banking, service interactions often involve sensitive data, regulated content, and moments of high customer emotion. That means conversational AI must be carefully designed. The webinar will cover topics such as authentication boundaries, use of approved knowledge sources, response quality control, multilingual support, tone consistency, escalation rules, auditability, and how to prevent misleading or non-compliant responses. It will also address a key misconception: success is not measured only by chatbot containment. In many cases, the real value comes from better service journeys, faster agent support, lower handling effort, and improved consistency across channels.

The session will also address the human side of service transformation

AI can reduce repetitive work, shorten training time, support junior agents, and help experienced employees handle more complex cases with greater confidence. But adoption depends on usability and trust inside the organization, not just technical performance. Teams need tools that feel natural, helpful, and aligned with the way work is actually done. That is especially important in banking environments where service quality and accountability matter deeply.

By the end of the webinar, attendees will have a strong understanding of where AI assistants, copilots, and advisor tools create the most value, how these capabilities differ, and what a practical roadmap looks like for deploying them in a secure, customer-centric way.