Designing for generative AI: The UX evolution at Prudential with Alex Shin

Generative AI has changed everything - from how we build to how
we design. In this episode, we’re joined by Alex Shin, Senior
Product Designer at Prudential Financial, to talk about how UX is
evolving in the age of LLMs.


Alex shares his journey from studying Social Policy to UX and
conversation design, including how he helped launch Prudential’s
first customer-facing chatbot in 2022.


We talk about how Prudential’s NLU-based chatbot is consistently
getting customer satisfaction scores above industry standards and
how the company is exploring generative AI solutions for both
internal and customer-facing services.


We also dive into the collaboration between design and tech teams
at Prudential, and how this partnership ensures solutions are
technically feasible while prioritising user needs. This episode
is for designers navigating the transition to generative AI, tech
leaders trying to balance innovation with user experience and
anyone interested in how big financial institutions are using AI
to improve customer service.


This episode is brought to you by NLX.


NLX is a conversational AI platform enabling brands to build
and manage chat, voice and multimodal applications. NLX’s
patented Voice+ technology synchronizes voice with digital
channels, making it possible to automate complex use cases
typically handled by a human agent. When a customer calls, the
voice AI guides them to resolve their inquiry through
self-service using the brand’s digital asset, resulting in
automation and CSAT scores well above industry average. Just
ask United Airlines.





Shownotes:


Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW


Subscribe to The AI Ultimatum Substack:
https://open.substack.com/pub/kanesimms


Get in touch with Kane on LinkedIn:
https://www.linkedin.com/in/kanesimms/


Hosted on Acast. See acast.com/privacy for more information.