In this episode of VUX World, Alex Shin, Conversational AI Design Lead at Prudential, discusses the evolving role of UX design in the age of generative AI. The conversation explores how the design role has shifted from meticulous wordsmithing in NLU-based chatbots to a more holistic, custodial approach focused on user experience and goal completion. Shin emphasizes the importance of human-centered design, ensuring end-users' needs are met by offering a range of options, including chatbots, live chat, and generative AI solutions. She shares insights on Prudential's strategies, the relationship between design and technology, and lessons learned in leveraging UX design to enhance customer satisfaction and adapt to changing user preferences.
