As financial institutions increasingly deploy AI across customer service channels, many are wondering where they should start.
At FinovateSpring in San Diego earlier this year, I spoke with Cresta Director of Customer Success Stacy Osorio about how banks, credit unions, and fintechs should think about customer experience, contact center transformation, and AI-driven automation.
One of the biggest opportunities, Osorio explained, is not simply using AI to reduce costs, but leveraging it to improve customer experiences while helping organizations better understand what is happening across customer interactions.
“Looking at customer experience through that lens, they should be thinking about the role of AI in customer experience transforming your contact center to think about ways to use AI to drive additional revenue, helping to drive that customer experience—whether that’s driving satisfaction or helping coach and innovate different ways or more automation through your AI agent,” Osorio said when discussing how financial institutions should think about AI-powered customer experience.
Osorio also noted that financial institutions should think beyond conversational AI and consider how AI can automate workflows, surface insights from customer interactions, and help human agents have better conversations.
Stacy Osorio serves as Director of Customer Success at Cresta, where she works directly with enterprise customers to help them optimize customer experiences and maximize value from AI-powered customer engagement tools.
Founded in 2017, Cresta offers an AI-powered contact center platform designed to help enterprises improve customer conversations, automate workflows, coach human agents, and better understand customer interactions. The company works with enterprise organizations across industries, including customers such as United Airlines, Cox, Acorns, and others. Cresta’s platform combines conversational intelligence, workflow automation, and AI agents to help organizations improve customer experiences while increasing operational efficiency.
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