Humanising AI in Banking: Creating a Meaningful Customer Experience
30/10/25 | 16:00 - 17:00 CET | MS Teams
How can banks deliver seamless digital experiences without losing empathy, trust, or compliance?
Join EBO, APS Bank, and PwC Malta for a live expert panel and Q&A on AI-powered customer experience, revealing how financial institutions are driving efficiency while keeping human connection at heart.
• Discover how to humanise automation and build lasting trust.
• Learn how leading banks balance efficiency, empathy, and compliance. • See how AI and psychology combine to create seamless, human digital journeys.
In today’s digital-first banking landscape, the challenge is no longer just adopting AI and automation, it’s about humanising it.
Customer experience in banking goes far beyond speed and convenience. It demands empathy, precision, and emotional intelligence, especially when supporting vulnerable customers dealing with sensitive financial issues.
So, where to start? Secure your spot here.
One hour power-packed session:
• Intro and welcome
• Keynote by EBO
• Spotlight on APS and its success story
• Live Demo from EBO
• Insights from PwC Malta
• Q&A live discussion
Be Part of the Conversation
How can banks design AI-driven experiences that go beyond fast, frictionless transactions to build meaningful, lasting relationships?
How can we drive efficiency and reduce costs without compromising customer connection, trust and compliance?
How can financial institutions implement automation whilst staying aligned with regulations and brand values?
Join industry leaders from EBO, APS Bank, and PwC Malta for this thought-provoking webinar exploring how leading financial institutions are combining AI, human psychology, and emotional insight to deliver customer journeys that feel both digital and deeply human.
Live Expert Panel
Join leaders from EBO, APS Bank, and PwC Malta as they explore how AI and human psychology are transforming financial customer experiences.
Designing AI with empathy: How to build intelligent systems that recognise emotional cues and respond with human-like understanding.
Real-world case study: Learn how APS Bank, has deployed conversational AI to increase customer satisfaction while reducing operational costs, and keeping the human touch.
Balancing compliance and care: Hear from PwC Maltaas they discuss the benefits of automation in today’s financial sector and how AI can be used to keep up with regulatory compliance while maintaining personal engagement.
Smart escalation in action: Case examples where AI virtual agents hand over to human agents seamlessly for complex or sensitive interactions.
Personalisation at scale: How banks are using AI-driven insights to tailor products, advice, and communication across customer segments.
What You’ll Learn:
From real-world case studies to live discussion and Q&A, get practical takeaways you can apply right away.
Introduction to Conversational AI
Explore the benefits, evolution, and latest trends.
Keep it Human
Learn how to automate customer conversations and repetitive workflows whilst maintaining the human touch.
A Sleek CX
Interact with your customers via two-way natural, personalised conversation.
(Really) Know Your Customer
Understand customers’ intents and answer with accuracy and empathy using sentiment analysis, context awareness and Natural Language Processing.
Cut Costs
Cut costs by 50-80% a year on existing customer engagement.
More than Q&A
Allow customers to manage their payments, check their bank account balance, set limits and update their data via the channel of their choice, through simple conversation.
Be Ahead of the Game
Go from a reactive customer support approach to a proactive one with AI-driven predictive insights.
Improve Customer Accessibility
Become more inclusive with multilingual support and voice capabilities.
Q&A Session
Have your questions answered by industry experts and technology providers.
COO, CEO Head of Customer Support, Head of Customer Experience, VP of Customer Experience, CMO, Customer Success, VP, Director, Senior Manager of Operations, Marketing, Customer Success
FS including Forex, Insurance and banking.
Spotlight: APS Bank’s AI Transformation
During the webinar, we’ll shine a spotlight on APS Bank and its journey towards smarter, more human digital engagement.
Partnering with EBO, APS implemented an AI-powered Virtual Agent, AVA (APS Virtual Assistant) to automate customer support, enhance engagement, and reduce response times.
Today, AVA autonomously handles 80% of all chat interactions end-to-end, whilst upholding exemplary customer interaction standards and without requiring any human intervention.
"The project with EBO has allowed us to leverage the power of AI, in keeping with our mission, to make the banking experience simpler and more personal."
Daniel Cassar
Head of Digital Innovation, APS
Unlock the potential of Conversational
AI in Banking!
Get the chance to learn from industry experts, technology vendors, and financial leaders and find out how you can delight your customers, reduce costs and increase workforce capacity. Join EBO!
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