Carla Saavedra Kochalski

Driving Increased Customer Engagement By Creating More Empathetic Intelligent Assistants

When Capital One introduced Eno to customers in 2017, it was a purely reactive chatbot limited only to the SMS channel. Since then, Eno has evolved into a proactive intelligent assistant that serves as the backbone of the Capital One digital experience -- powering interactive and personalized solutions for our bank and credit card customers. In this talk, Carla Saavedra Kochalski will discuss how human centered design and customer feedback are the key drivers behind Eno’s product development journey. Through this dialogue, attendees will learn how they can implement these learnings to drive customer engagement and create more empathetic and impactful intelligent assistants.

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