Pole Position in Banking: Rethinking Customer Service Strategically with Collaborative Agentic AI
INVITATION
Swisscom & Spitch present: Pole Position in Customer Service – Gaining a Strategic Edge with Agentic AI
In Formula 1, qualifying decides pole position – not the race.
The same applies in customer service: those who think ahead secure the lead.
Collaborative Agentic AI gets you there:
It identifies intent early, supports employees in real time, and turns the contact center into a true control cockpit.
What used to be customer support is now a strategic lever for impact, efficiency, and growth.
Look forward to:
- Strategic insights for shaping the future of customer service
- Real-world success stories from leading Swiss banks
- Expert talks and a live demo
- A panel discussion on technology, leadership, and responsibility
- Networking at the Apéro Riche
Agenda
13:00
Reception & Welcome Drink
13:30
Why We’re Talking About Agentic AI Today
13:40
AI – Between Responsibility and Progress
14:15
When Humans and Machines Collaborate: The New Era of Customer Contact
14:45
Voice Biometrics in the Contact Center – Lessons from Long-Term Use at Migros Bank
15:05
Deepfakes on the Phone? How Banks Can Use Voice Biometrics Securely
15:20
Break
15:50
Using AI to Train New Employees in the BEKB Contact Center
16:10
Analytics for Quality Management and Staff Expertise
16:25
Expert panelAI in the Contact Center – Between Technological Progress, Leadership Responsibility, and Customer Proximity
Moderator: Mitzi Holohlavsky, Senior Business Consultant, Swisscom
17:00
Summary and Outlook
17:10
Apéro Riche & Networking
18:45
End of Event
Location:
Location: Blue Cinema Abaton, Zurich
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