Using AI and Chatbots to Help Customers Without Alienating Them

The banking industry is increasingly turning to AI and chatbots to ease some of the burden on call center and in-branch customer service staff while providing a more targeted and focused experience that can address the specific needs of each customer. In order to accomplish this, customers must feel comfortable with losing some of their digital privacy and we explore the trade-off.


Joli Hensley | Digital Channel Manager | Advia Credit Union

Speaker bio coming soon!

Steve Le Roux | CEO & Founder | Envel

Steve Le Roux is the founder and CEO of Envel, a next generation AI-powered Bank that optimizes your income and manages your spending in real-time. Whilst studying towards a Masters in Finance at Harvard University, Steve invented a new way of banking based on the intersection of ethics and Artificial Intelligence to fully address behavioral economic challenges. Steve also recently graduated from Oxford Saïd Business School’s renowned Fintech Program. Steve is a visionary, innovator and FinTech/Tech Entrepreneur with 2 exits and has been successful leading game changing innovation within Government, Financial Services, NGOs and FTSE 100 companies.

Ed O’Brien | EVP Research & Strategy | ath Power Consulting

Ed O’Brien has extensive experience as an industry analyst, and in various areas of Marketing, Market Research, Strategy, and Operations. This experience includes roles in Banking and Financial Services, Enterprise Software, Consulting, and Manufacturing firms. This background includes Industry Analysis and Strategy, Market and Competitive Intelligence, Product Marketing and Product Management, and Analytics roles. Ed has researched and written over 150 syndicated industry reports, research notes, and other materials, and has been interviewed or quoted by such media and industry outlets as American Banker, Bloomberg BusinessWeek, CNBC, Fortune, The Boston Globe, The Chicago Tribune, The Charlotte Observer, The LA Times, and The New York Times.

Eric Schaffer, PhD | CEO & Founder | Human Factors International

Dr. Eric Schaffer is CEO of Human Factors International, Inc (The UX Engineering agency that design the HDFC application that won ‘Best Mobile Experience’). Eric Has over 40 years of experience in UX design, with special interests in omni-channel strategy, persuasion engineering, cross cultural design, innovation, and the maturity large scale UX practices. He wrote “Institutionalization of UX” (Addison-Wesley).


Will Hernandez | Editor | Mobile Payments Today

Will Hernandez has 14 years of experience ranging from newspapers to wire services and trade publications. Before becoming Editor of Mobile Payments Today, he spent two years as the content manager for, a leading payments industry news aggregator and information hub published by Mercator Advisory Group. He spent four years covering the payments industry as an associate editor for multiple publications in SourceMedia’s Payments Group based in Chicago including ATM&Debit News, CardLine,, ISO&Agent Weekly and American Banker. Will helped launched SourceMedia’s bi-weekly newsletter, Mobile Banker, and built and cultivated the Payments Group’s first Twitter presence.

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