Monday, November 2: 02:30 PM – 03:30 PM, Meeting Room 201

SPEAKERS: Tom Hanson & Marty Cusack, Swampfox Technologies

This session presents a real-world banking modernization case study: how a traditional Avaya-based contact center evolved from a basic touch-tone IVR experience into an intelligent, secure, workflow-driven customer journey — and how that journey creates a foundation for the next generation of agentic (AI) self-service.

The case study follows the bank’s transformation in practical stages. First, the organization moved beyond long menu trees and “press 1, press 2” navigation by introducing natural-language intent capture, allowing customers to simply say what they need. Next, the bank strengthened security and reduced customer effort by adding voice biometric authentication. The journey then expanded to include intelligent callback, helping customers avoid unnecessary hold time while giving operations better tools to manage queue pressure. Finally, the bank equipped agents with an intelligent desktop that displays biometric authentication status, callback context, customer information, and guided workflow steps at the point of service.

Attendees will learn what business problems drove each phase of the project, how the solution improved both customer and operational outcomes, and what lessons were learned along the way. The session will also look ahead to the future: replacing rigid IVR-driven self-service with agentic customer interactions that can understand intent, reason across context, guide customers through complex tasks, and determine when to complete the work through automation or hand off to an agent with full context.

Key takeaways include how to modernize legacy Avaya environments incrementally, how to reduce friction in authentication and routing, how to preserve customer context across the journey, how better agent tools improve consistency and trust, and how today’s modernization steps can prepare the contact center for agentic AI-driven service.