Ailleron Innovation Forum once again proved that some of the best conversations about technology don’t happen on stage alone. The fourth edition was the biggest yet: 32 speakers, 17 sessions, and more than 235 attendees came together to exchange ideas on banking, fintech, leasing, UX/CX, and artificial intelligence in a welcoming atmosphere that encouraged open discussions among industry peers.
For the LiveBank team, this year’s event was particularly special. For the second time, we had our own booth where we could meet guests face to face, exchange ideas, and show how the platform works in real customer service scenarios.
“Once again, there was a lot going on. What mattered most to me was having the chance to meet our guests and the teams we usually work with remotely, often hundreds of kilometres apart. Here, we’re finally all in one place, we can sit down and talk – and, just as importantly, our guests can talk to one another too.”
– Małgorzata Bąk, Product Owner, LiveBank
The LiveBank stand remained busy with conversations throughout the day. Visitors wanted to explore both specific platform capabilities and broader questions around how customer communication is changing – from video kiosks to tools supporting mobile and branch-based advisors.
For the first time, we also presented our Video Bot to a wider audience, giving visitors the chance to talk to it directly about banking products. We really wanted to show how the Video Bot works with LiveBank. In a customer service scenario, the Video Bot gathers basic customer information during the conversation, identifies what the customer needs, and guides them towards booking a meeting with the right advisor. Seeing that process on a slide and trying it live are two completely different experiences – and the hands-on demo was exactly what brought up the most questions.
Those conversations also gave us an opportunity to talk about how the product itself is evolving. This year alone, the LiveBank team has delivered more than 70 improvements and updates – from small UI changes and new modules to redesigned background settings and features directly supporting customer meetings, all while continuing to strengthen interaction security. What stood out most was the quality of the feedback. We spoke with people who deal with customer service challenges every day and use LiveBank in practice, which brought a very real perspective to the conversation.
“At this event, we meet a lot of people from across the industry, often from different banks and organizations that we’d normally speak to in a completely different context. Conversations at the booth, over coffee, or at the buffet have a different dynamic – they’re more open.”
LiveBank is primarily about supporting remote customer communication, but events like this show just how important direct contact still is. We can see how similar challenges play out across different institutions, with different legacy systems, processes, and expectations. That gives us a much broader perspective than a typical project meeting, where the discussion is usually focused on a very narrow scope.”
– Michał Pomykała, Product Operations Director, LiveBank
What made the Ailleron Innovation Forum stand out was how naturally the conversations moved between the stage, the booth, and everything happening in between. The talks brought new perspectives, while the booth gave people a chance to dig into specific topics, see the solutions in action, and ask the kind of questions that rarely fit into a formal meeting. Ideas could be discussed on the spot with the people who build, implement, or use these tools every day, which made the whole event feel more practical and genuinely collaborative.
And of course, the conversation continued on stage, where we also had the chance to share our perspective. This year, I was joined by Ilona Łabądź, Business Support Team Manager, and Kamil Kasprzak, Director of the Business Support Center at ING Bank Śląski S.A., for the panel “Two Years and Thousands of Interactions Later: How Has Chat-Based Customer Service Evolved in SMEs?” We looked at how customer service has changed since the early stages of adopting the solution and what we have learned along the way.
For me, being on stage together with our partners was a valuable opportunity to show the real impact these solutions can have. It’s one thing to talk about them from the perspective of a technology provider, and another to hear directly from people who use these tools and deal with specific business challenges. The same was true at the stand – someone would come over with a problem or a question, and we could talk it through straight away, understand the context better and, when needed, simply bring in the right person from the team. No online presentation can fully replace that kind of interaction.
This year’s edition left a very positive impression – not only because it was the biggest one so far, but because of its open and collaborative atmosphere. With every AIF, the circle of familiar faces and friends from the industry grows, and the event increasingly feels like a place people genuinely want to come back to. If the next edition brings the same kind of energy, there is only one thing left to say – we’re already looking forward to welcoming everyone again next time.
