Close
In-Person
Discover how Self-Learning Agentic CX is transforming the way banks, credit unions and insurers deliver smarter, more secure customer experiences.
FinovateSpring is one of fintech’s most influential annual gatherings, bringing together 1,200+ senior decision-makers from across the financial services ecosystem.
The event features live product demos, expert-led panels, and keynotes spanning AI, CX, payments, fraud, and digital transformation.
Date: Tuesday, 5 May | Time: 1:55pm
Most financial institutions have already invested in AI for their contact centre. Most are still stuck in the mid-60s on call resolution. Not because the implementation was wrong, but because the architecture was.
In this session, Omilia makes the case that contact centre AI plateaus by design when it relies on manual tuning, vendor dependency, and generic language models that weren’t built for synchronous voice. The alternative is an agentic, self-learning platform that monitors every interaction, identifies what to improve, builds better agents automatically, and deploys them with human approval, compounding improvement without professional services re-engagement.
We’ll cover what this looks like in production at enterprise scale, why LLMs don’t belong in live customer calls (and where they do belong), and what the Glass Box approach means for compliance teams who need to audit every automated decision. ROI in three months. Deployment in two weeks. Resolution that doesn’t plateau — it compounds.
Henry Pezzo is Sales Director at Omilia, where he works with organizations to transform customer experience through Agentic AI. Henry has partnered with global brands navigating the shift from legacy IVR and rule-based automation to intelligent systems that understand, decide, and act autonomously.
By leveraging Omilia’s Agentic AI platform that autonomously resolves customer intent, and learns from every interaction across voice and digital channels, he delivers measurable business impact.
With deep experience in enterprise technology and AI, Henry is passionate about helping organizations modernize CX, reduce operational friction, and unlock real, scalable impact – not just innovation headlines.
