The Power of Personalized Proactivity in AI Assistants | VB Transform 2020
0The Power of Personalized Proactivity in AI Assistants
Long before the unprecedented disruption of the 2020 pandemic, Capital One set forth on a digital transformation journey with the mission to build better relationships between customers and their money. This journey led to the development of a number of enabling digital tools, namely Eno, the gender-neutral, natural-language, intelligent assistant with proactive capabilities from Capital One. Eno is the intelligent backbone behind many of Capital One’s digital customer experiences. With 15 proactive features - including alerts for free trial expirations, charitable donation summaries, unusually large tips, and double swipes - Eno empowers millions of customers to have more confidence and control over their financial lives. So, how did they do it? The first step was understanding customer need and adapting to those needs. Customers want experiences that are interactive, personalized, contextual and humanity driven. With this in mind, Capital One incepted Eno, building their machine learning platforms and natural language processing in-house with the collaboration of a diverse design, product and engineering team who shaped who Eno is today and who continue to ensure Eno evolves to meet customer needs. Hear from Ken Dodelin, Vice President of Conversational AI at Capital One, about the increasing importance of personalized proactivity in AI assistants, as well as insights and lessons learned through his team’s multi-year product development journey with Eno.
Ken Dodelin, VP Conversational AI Products, Capital One
In conversation with Matt Marshall, Founder & CEO, VentureBeat