Fintalk hosts exclusive meeting on the use of AI in the customer journey 

On July 30, Fintalk will host another edition of its series of meetings focused on innovation in customer-centric relationship and technology. The event, titled "Multi-Agents: AI that Connects the Journey," will take place at Cubo Itaú in São Paulo, with approximately 20 guests in attendance, including leaders from areas such as CX, technology, marketing, data, and digital transformation.

With an intimate format aimed at fostering information exchange among executives, the meeting seeks to create a space for listening and collaborative building regarding the challenges of effectively applying artificial intelligence throughout the entire customer journey—from service to billing.

The key differentiator of the meeting lies in its practical and business reality-oriented approach. "We want to promote an environment where leaders can share what is working and what is not in the implementation of architectures with multiple intelligent agents. It is a strategic discussion that encompasses personalization at scale, increased first-contact resolution, and reduced effort for the customer," explains Camila Rossi, Head of Commercial Strategy and Growth at Fintalk.

AI already impacts the entire customer journey.

According to a recent analysis by SuperAGI,78% of companies already use AI in at least one business function, and 71% are adopting generative models in 2024. Additionally, 70% of companies apply artificial intelligence with a direct focus on the customer experience, as per a survey by Desku.

The orchestration of multi-agents—that is, the coordination between different AI instances—has been seen as an essential advancement for scaling personalization without losing governance. Cases such as that of Microsoft,which saved over $500 million in one year with AI in its call centers, demonstrate the real impact of this technology on customer relationships.

Furthermore, a study by Fullview shows that the return on investment can reach $3.50 for every dollar invested, with mature companies reporting up to 8 times ROI. As a result, the use of AI already reduces, on average, 13 hours of work per employee per month, generating savings of over $4,700 monthly per employee.

Artificial intelligence as the engine of experience transformation.

The concept of multi-agents, which is the combination of different AI models and layers working in an orchestrated manner, has been gaining traction in large companies interested in scaling personalization without sacrificing governance. At the event, real-world application cases of this approach will be presented, with concrete results such as: reduction of operational costs by up to 30%, increase in first-contact resolution (FCR) rates, adoption of AI architectures composed of journey-specialized bots, and automation of interactions on channels such as WhatsApp, app, email, and voice.

In addition to the case presentations, the meeting will feature open debates among participants and networking moments, with breakfast and reception held at the Cubo space. "It is not a commercial event. It is a conversation among professionals who are facing the same dilemmas in their companies and want to advance with greater confidence. We believe that knowledge grows through exchange," reinforces Danielle Francis, COO of Fintalk.

The meeting is supported by Cubo Itaú, one of the leading innovation hubs in Latin America. The choice of venue reflects Fintalk's positioning as a bridge between technology, the financial market, and digital transformation, promoting discussions relevant to the innovation ecosystem.

The expectation is that, after this edition, new roundtable discussions on AI and the customer journey will be held, maintaining Fintalk's commitment to knowledge dissemination and the collaborative building of solutions.

Service

Event: Multi-Agents: AI that Connects the Journey

Date: Wednesday, July 30, 2025

Time: 8:30 AM to 12:30 PM

Location: Cubo Itaú – Alameda Vicente Pinzon, 54 – Vila Olímpia, São Paulo (SP)

Registration: https://lu.ma/zd4gcc6e

Organization: Fintalk, with support from Cubo Itaú