Scott Malone

Senior Vice President, AI Strategy & Execution U.S. Bank

CX Exchange for BFSI Day 1

11:40 AM Fireside Chat Keynote: Getting It Right First Time - The ‘How’ Behind Agentic AI in the Contact Center

The 'Gold Standard of Service' is fast, accurate and frictionless experiences - resolved the first time, every time. This fireside chat explores how U.S. Bank is operationalizing agentic AI in the contact center and using insights to drive more informed process enhancements - underpinned by strong data governance and intelligent process design. This conversation will explore:

• Uncover a transformation journey into embedding Agentic AI into the contact centre to not only support agents, but capture and activate insights across downstream processes such as claims, disputes and fraud

• Determine where and how automation can power experiences that prioritize first-time resolution, drive efficiency reduce friction

• Establishing robust data governance frameworks to ensure AI is powered by accurate, accessible and well-structured data

Check out the incredible speaker line-up to see who will be joining Scott.

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