What You’ll Learn in This Webinar
In this session, we’ll break down the fundamentals of Agentic AI and its real impact on contact centers.
What Agentic AI actually means and how it differs from chatbots and traditional automation
How AI Voice and Chat agents are replacing legacy IVR with natural, conversational experiences
How AI agents execute workflows not just answer questions — completing real member requests end-to-end
Why governance and security matter and how Safe AI frameworks ensure responsible deployment
How Eltropy's AI Voice and Chat agents unify the experience across voice, chat, and SMS within a single governed platform
Webinar Agenda
1
The AI Moment in Contact Centers
Why AI has become the biggest conversation in member service and why the era of simple chatbots and legacy IVRs is coming to an end.
2
From Generative AI to Agentic AI
Breaking down the terminology: Generative AI, AI agents, copilots, and automation, and what Agentic AI actually means for credit union contact centers.
3
The Limits of Traditional Contact Center Technology
Why legacy IVR systems, disconnected channels, and rule-based bots struggle to meet modern member expectations.
4
How Agentic AI Works in a Credit Union Environment
How AI agents can understand intent, access systems, and execute workflows—from answering questions to completing real member requests.
5
Governance Matters: Safe AI for Financial Services
How Eltropy’s Agentic AI operates within strict authorization controls, logging standards, and data boundaries—ensuring every action follows approved SOPs and regulatory expectations.
Why This Matters Now
Contact centers are under pressure from every direction: rising call volumes, staffing constraints, growing member expectations for 24/7 service, and increasing regulatory scrutiny.
Agentic AI offers a powerful path forward, but only when it’s deployed with the right governance and safeguards in place.
In this session, you’ll see how Eltropy’s Agentic AI operates within strict authorization controls, detailed logging standards, and clearly defined data boundaries. It executes tasks only within approved workflows and acts outside established SOPs.
Because in financial services, responsible AI isn’t a feature, it’s the foundation.
Lisa Hong
Director of Onboarding
Jenifer Piper
VP of Member Service & Sales
Carmen Torres
VP Digital Communications
Hessa Lucas
Project Manager by day, prompt engineer by night!
