6 November 10:00-11:30 AM EST

Harnessing generative AI to transform the contact center – Rocket Mortgage’s innovative story

Financial institutions are increasingly turning to advanced technologies like generative AI to drive measurable improvements in their contact center operations and customer experiences.

In this exclusive virtual showcase, Celent and AWS will take you behind the scenes of one of the industry’s most innovative transformations – Rocket Mortgage’s deployment of their Rocket Logic – Synopsis solution.

Hear directly from Rocket Mortgage’s Alex Hamilton - Senior Director, Engineering as he shares details on the key contact center challenges they faced, and the tangible business outcomes they achieved, when they leveraged AWS services.

Then in a dynamic fireside chat, Celent’s Alenka Grealish and AWS’s Ruben Falk will explore the future of generative AI in financial services, the technical and operational considerations for deploying at scale across the enterprise. Together, we’ll discuss strategies to stay ahead of the curve and extract maximum value from these transformative technologies.

  • Harnessing Generative AI to Transform the Contact Center – Rocket Mortgage’s Innovative Story

    Ben Thompson Presenter, Content Creator, GDS

  • Alex Hamilton

    Senior director, Engineering at Rocket Mortgage

  • Ruben Falk, Head of Generative AI and Machine Learning, Capital Markets Amazon Web Services

    Alenka Grealish, Principal Analyst at Celent

  • Ben Thompson Presenter, Content Creator, GDS

Agenda

Discussion topics

What are the key technical and operational considerations for financial institutions when deploying generative AI solutions at scale?

How can financial institutions create an inclusive and nurturing workplace culture to support the adoption and integration of new technologies like generative AI?

How can financial institutions stay ahead of the curve when it comes to generative AI adoption?

How are financial institutions leveraging generative AI to address key business challenges in the contact center?

What are the emerging generative AI use cases beyond the contact center that financial institutions should be aware of?

Speakers

  • Ruben Falk

    Head of Generative AI and Machine Learning, Capital Markets, Amazon Web Services

    Ruben is a Capital Markets Specialist focused on generative AI, machine learning, and data platforms. He is responsible for driving cloud adoption through the implementation of GenAI-ML applications such as knowledge worker platforms, call center intelligence, and investment product development. Ruben joined AWS from S&P Global Market Intelligence where he was Head of Investment Management Solutions. Previously Ruben was a Director with UBS Investment Bank and also spent time as a management consultant. Ruben has a Computer Science degree from Brandeis University and an MBA from UC Berkeley.

  • Alex Hamilton

    Senior Director, Engineering, Rocket Mortgage

    Alex is a Senior Director of Engineering at Rocket Mortgage, spearheading the AI driven digital strategy to help everyone home. Alex has been shaping the tech scene at Rocket for over 11 years and his teams have launched many of Rocket’s newest client facing AI capabilities including: 1. Rocket Logic – Assist: a generative ai conversational assistant 2. Rocket Logic – Synopsis: a generative ai client interaction tool automating interaction wrap-ups and recommending next best action 3. Dynamic Action Insights: an ai powered client engagement engine, providing persona based hyper-personalized tips and suggestions Earlier in his career, Alex launched one of the company's first models to boost trading revenue and brought modern event streaming and containerization to Rocket. Alex is passionate about solving novel engineering problems and bringing magical digital experiences to life. One of his favorite quotes is by Steve Jobs, “The ones who are crazy enough to think that they can change the world are the ones that do.” Outside of work Alex enjoys traveling, weekend brunch, and firing up the grill! He loves spending time with his wife Andrea, family, and friends. He’s a dog lover and enjoys following F1 races.

  • Alenka Grealish

    Principal Analyst at Celent

    Alenka Grealish is a seasoned expert with over 30 years of consulting and syndicated research experience in the banking sector. She possesses deep vertical expertise in transaction banking and small business banking, complemented by extensive cross-vertical knowledge in customer engagement and innovation. Currently, Alenka is at the forefront of emerging technologies in banking, co-leading generative AI research at Celent. Before joining Celent, she spent two decades at The Boston Consulting Group, where she served as the global segment manager for transaction banking and payments, driving strategic initiatives and shaping best practices.

About GDS

We are a global B2B solution provider, specializing in helping businesses connect with their desired audiences to drive higher return on eXpectations for pipeline growth and transformation.

With 30 years of eXpertise, we’ve become our clients pipeline partner, providing real-life, real-time insights through innovative digital and in-person environments.

Leading brands trust us to deliver pioneering immersive eXperiences, unparalleled access to industry thought leadership and unique creative content and production services to help solve challenges and accelerate their projects.