IEEE WIE Speaker Series 2026: Conversational AI for Customer Payment Portals: From Portal-Centric Navigation to Intelligent Self-Service

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Abstract: Enterprise customer payment portals have traditionally relied on navigation-heavy interfaces, requiring users to know where to look and how to interpret complex financial data. As customer expectations evolve, organizations face growing pressure to reduce call center dependency, accelerate payment cycles, and improve reconciliation accuracy - all while keeping operational costs in check.

This session presents a proof-of-concept demonstrating how a conversational AI agent can be embedded into an existing customer payment portal to deliver natural language self-service across invoicing, billing, credits, and payment history. The solution is designed as a modular, enterprise-grade architecture that integrates with existing ERP and backend systems without displacing current investments.

Key outcomes include a measurable reduction in inbound call center volume, faster resolution of payment inquiries, improved reconciliation visibility, and a reusable reference architecture extensible to future AI use cases.

Attendees will gain practical insight into architecture patterns, delivery approach, and the business case for adopting conversational AI in finance-facing customer portals.