Contact center transformation involves implementing intelligent automation in the form of artificial intelligence (AI), robotic process automation (RPA), chatbot, and natural language processing. Intelligent automation of a call center is all about saving time for human agents, while providing the highest customer satisfaction. The idea is to use intelligent automation to drive up the customer experience (CX) while reducing both the average handle time (AHT) and the after-call work time (ACW). This webinar will provide you with conventional use cases for contact center transformation and how to get started.


Key Takeaways:

  • Understand the fundamentals of artificial intelligence (AI) and robotic process automation (RPA)

  • Gain insight into the benefits of using AI and RPA in contact centers to reduce average handle time (AHT) and after-call work (ACW)

  • Learn how contact centers are evolving the banking industry

  • Explore strategies for how banking organizations can adopt intelligent automation to transform contact centers

Upgrading the Banking CX

Shelly Loftin
Shelly Loftin
SVP Retail Banking, Payments, & Lending      
American Bankers Association

Pawan Jadhav

Pawan Jadhav
Lateetud, Inc.

Satish Shenoy

Satish Shenoy
Strategic Technology Partnerships & Business Development  
Blue Prism


We make automation happen.