Conversational Banking Summit: Session 2 - How Digital and AI are Evolving Self-Service and the Contact Center

In this session, David Porter from Genesys and Janka Coppens, the lead for Intelligent Automation at ATB Financial, will explore how consumer expectations for customer service are changing and what we can learn from ATB’s experience adapting to these changes. The ATB experience with messaging as a new service channel will be compared with broader study results highlighting preferences of younger consumers when engaging their bank’s contact centers.