As organizations look to elevate customer experience, AI is reshaping how service interactions happen across every channel. But building effective AI experiences for voice and chat isn’t a simple copy-and-paste exercise - each requires its own strategy, technology, and design principles to make customers feel heard and understood.
Join Observe.AI experts Jacquie Kenney and Sneha Iyer, alongside Valerie Stover from Affordable Care, for an inside look at how Valerie accelerated ChatAI, turning the product and vision into a scalable, high-impact program for Affordable Care. Her story highlights how bringing marketing into the conversation early can spark creativity, drive faster adoption, and align ChatAI outcomes with customer and brand goals.
This session will cover:
- How to define a ChatAI strategy - and why one size doesn’t fit all doesn't work across all channels.
- The key principles of trustworthy, effective AI experiences.
- Real lessons from Affordable Care’s ChatAI journey - what worked, what didn’t, and how to build your center of excellence.
Walk away with a practical framework to scale chat AI that empowers teams and delights customers.
