Gold Standard Customer Service: What Banks are Changing via Automation and Bots


The truth is: Having live agents answer repetitive questions – like checking payment status or resetting passwords – impacts a bank a great deal. 80% of customer banking inquiries are purely informational. Banks leading the charge in innovation know that customer experience transformation means providing 24/7 omnichannel service and have already taken steps forward with Intelligent Process Automation and Conversational Automation (voice- and chatbots) technologies. Big picture, this combination helps banks automate processes, cutting operational costs, abandonment rate and average handle time (AHT) and more, while significantly raising customer satisfaction.   

Join this discussion on how the combination of virtual agents and Intelligent Process Automation solutions solve common problems banks are facing today. Hear how digital-forward banks are automating processes like new account openings, and residential, personal and commercial loan origination/servicing, resulting in greater efficiency and profitability. 

Who Should Attend: Automation / Innovation / Digital Transformation Professionals, CIO, VP / Director of IT, Contact Center Executives, Head of Operations

Learning Objectives

  • Transform your customer experience, with the end goal of lowering costs, improving customer retention, and driving new revenue opportunities 
  • Stand out from banking leaders by enabling greater automation via Intelligent Process Automation and Conversational AI (voice- and chatbots) that improves customer (and agent) satisfaction 
  • Integrations with Optical Character Recognition (OCR), Robotic Process Automation (RPA) and core banking platforms can set banks up for greater efficiency and productivity 


Gary Velotta
Regional Director of Sales
Roth Automation
Gary J Velotta is the regional director of sales for Roth Automation, LLC and has over 20 years working with banks and financial institutions, helping them achieve digital transformation by implementing Digital Mortgage, New Account Opening, Digital Mailroom and Wealth Management solutions deploying Intelligent Process Automation (IPA) technologies that include Optical Character Recognition (OCR), Robotic Process Automation (RPA), Business Process Workflow (BPW) and recently Conversational AI. Gary has a BA in economics from the City University of New York (CUNY) and an MBA from St. John’s University, New York.

Derek Roberti
VP of Technology
Recognized by Gartner as a digital experience leader, Derek is a technical and customer-facing strategist leading customer service teams in Conversational AI Automation excellence. As the VP of Technology at Cognigy, Derek delivers insights and understanding of Conversational AI and Chatbots as the next level of Automation. For the past 15 years, Derek has focused on bringing innovation to the enterprise. He uniquely combines a passion for technology with an honest dialog about its possibilities and limitations in real-world organizational contexts. Derek graduated with a PhD and JD from Stanford University and immediately entered the technology industry, working with startups from initial funding through public offerings and acquisition.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $395 $0
Affiliate Member $195 $0
Affiliate Nonmember $395 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


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