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

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Manage episode 485725914 series 2093893
Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

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.

  continue reading

346 episodes

Artwork
iconShare
 
Manage episode 485725914 series 2093893
Content provided by Kane Simms. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Kane Simms or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

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.

  continue reading

346 episodes

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