Engageware To Showcase Regulated Industries’ Most Used AI-Powered Customer Engagement Platform at Bank Director’s 2026 Acquire or Be Acquired (AOBA) Conference

Engageware, the most used AI-powered customer engagement platform for regulated industries, announced it will showcase its latest innovations at Bank Director’s 2026 Acquire or Be Acquired (AOBA) Conference, taking place February 1-3 at the JW Marriott Desert Ridge in Phoenix, AZ.

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Trusted by 600+ global enterprises including 25% of the top 50 banks in the Americas and 20% of the top 20 telecom providers, Engageware helps financial institutions modernize service and sales with governed AI that improves conversion, reduces contact center load, and strengthens customer trust across digital and human-assisted journeys.

Engageware unifies three core capabilities built for banking: AI-driven automation that delivers the right answers with guardrails, appointment scheduling that connects customers with the right experts, and knowledge management that equips employees with consistent, approved guidance. Beyond orchestrating 1B+ AI interactions, Engageware customers have scheduled 1.5B appointments and supported employees in answering 500M questions in high-stakes environments where accuracy and compliance matter. Together, these capabilities power a governed orchestration platform that turns fragmented touchpoints into seamless, compliant journeys customers expect, from digital banking to branch and contact center.

This orchestration shows up most clearly in the moments that drive volume and value for financial institutions. Engageware helps banks automate high-volume customer journeys – from self-service transactions and fraud alerts to account opening/KYC, loan pre-approvals, collections, and proactive offers – then seamlessly routes customers to the right expert when a human conversation drives the best outcome.

Latin America Proved the AI Customer Agent Playbook, Setting the Stage for Global Expansion

Much of Engageware’s momentum was fueled by early AI adoption in Latin America, where tighter profit margins forced financial institutions to embrace automation early on as the only viable way to scale service and protect profitability while delivering consistent experiences across channels.

“Our early growth in Latin America showed that AI only succeeds in banking when it delivers measurable operational value at scale, and with governance,” said Dan O’Malley, CEO of Engageware. “At AOBA 2026, we’re excited to share the proven use cases our customers have developed in highly regulated, high-volume environments in LatAm, and show how they can help financial institutions globally improve efficiency, strengthen customer outcomes, and scale with confidence.”

In October, Engageware hosted the AI in CX Summit 2025, a half-day virtual event highlighting real-world customer success stories from across Latin America, underscoring the region’s growing leadership in AI-driven customer experience. Featuring executives from leading banks and telecom providers such as Banco Comafi, América Móvil, Banorte, and Banco Columbia, the summit showcased how enterprises are moving beyond AI pilots to production rollouts that achieve measurable ROI using agentic, autonomous service, and messaging channels like WhatsApp to accelerate customer acquisition, improve service resolution, and scale engagement in highly regulated environments.

Showcasing the Latest AI-Powered Customer Engagement at AOBA 2026

At the conference, Engageware will demonstrate its latest product advancements designed to help enterprises deliver more precise, transparent, and trusted digital experiences while reinforcing governance and compliance, including:

• Trusted Agentic AI at Scale: Smarter AI customer agent architecture designed to deliver more natural, accurate conversations while reinforcing guardrails and protecting sensitive data.

• Enterprise Appointment Scheduling Without Bottlenecks: Group booking links, resource capacity controls, and queue integration with real-time wait estimates, built for high-volume environments and balanced workloads.

• Audit-Ready Knowledge Management: In-depth reporting, deeper analytics, and enhanced approval workflows and content history that create clear, defensible audit trails so regulated teams can prove what changed, who approved it, and when.

• Real-Time Supervisor Oversight: Live command dashboards and active-engagement monitoring that improve visibility into agent activity and conversations, strengthening quality assurance and operational control as issues happen.

• In-Channel Digital Banking Support: Embedded service and appointment scheduling that keep customers in their online banking journey, eliminating app-switching and speeding access to help.

• Smarter Messaging and Outbound Communication: Contextual, multilingual SMS and richer WhatsApp options pair with refined campaign controls like automatic blacklist filtering, delivering scalable personalization and compliance across every touchpoint.

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