AI-First Journeys: Embedding Context, Compliance and Intelligence in Customer Conversations

10 September 2026

6:30 PM – 9:00 PM

Arts Cafe, Jio Convention Centre, BKC

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Overview

Customer journeys are being redefined as AI moves from isolated automation to connected, context-aware engagement across every touchpoint. For most functions this means fewer repeated conversations and faster resolution. For collections, it means something sharper: every call now carries both commercial intent and regulatory weight, so context-aware has to mean compliance-aware too, knowing what's been disclosed, recorded and said before the next conversation begins. This roundtable brings together CX, customer service and contact centre leaders, including those running collections and recovery, to explore how AI is reshaping enterprise communication: building trusted AI-human collaboration, orchestrating intelligent, compliant journeys at scale, and turning every conversation into a source of enterprise intelligence rather than a one-off interaction.

Agenda

6:30 PM – 7:00 PM

Registration & Networking

7:00 PM – 7:05 PM

Welcome Note by the GFF Team

7:05 PM – 7:15 PM

Opening Remarks & Context Setting by Exotel

7:15 PM – 8:15 PM

Roundtable Discussion

8:15 PM – 8:20 PM

Vote of Thanks by GFF & Exotel

8:20 PM – 9:00 PM

Networking over Dinner

Discussion Highlights

The themes shaping the conversation.

Conversational Intelligence

Using AI to understand customer intent, sentiment, tone and conversation outcomes in real time.

AI Voice and Chat Agents

Moving from task automation to autonomous agents that resolve customer needs across the entire journey.

Persistent Conversational Context

Building a unified customer memory across voice, chat, WhatsApp and digital channels so customers never have to start over.

AI Command Centres

Orchestrating intelligent routing, real-time decision-making, next-best actions and human-AI collaboration at enterprise scale.

AI in Collections and Recovery

Applying conversational intelligence and compliance-aware AI to recovery conversations for banks, NBFCs and financial services, balancing recovery outcomes with the conduct, disclosure and audit requirements that now govern every borrower interaction.

About Exotel

Exotel is a leading provider of AI-driven customer engagement solutions, facilitating over 25 billion annual conversations across voice, messaging, and AI-powered agents like bots. Trusted by 7000+ clients in over 60+ countries across industries like BFSI, logistics, e-commerce, and healthcare, Exotel helps businesses meet evolving customer expectations. With AI co-pilots, Exotel enhances personalized interactions, boosts agent productivity, and automates tasks, optimizing costs and CX. Tailoring solutions to business needs, Exotel unlocks the full potential of AI-driven communication, empowering every conversation.

Join the Conversation

This is a closed-door, invitation-led roundtable. Express your interest to be part of the discussion onAI-First Journeys: Embedding Context, Compliance and Intelligence in Customer Conversations at Global Fintech Fest 2026.