Derek Rey

Designing AI-assisted premium interactions and experiences can be complex; principally, it can’t feel like AI. Rather automation should be used to anticipate needs, personalize communication without overstepping, and reduce friction through smart defaults and context-aware support. Moreover, automation should inherently take a back seat when complex preferences, high-stakes changes, and sensitive issues require human engagement. This session will illustrate -- and take audience questions about -- how a blend of modern intelligent automation and intentional human touchpoints creates an ultimate premium experience.