Case History on Enabling Human-Centered AI​

Moderator:
Susan Weaver
Chief Customer Officer
Slavic401k
Customer Engagement Leadership Council Member

Abstract:
As financial services organizations accelerate AI adoption, customer service and experience leaders must move beyond simply “balancing” humans and automation and instead operationalize human centered AI at scale. This session shares practical, real-world lessons on implementing, monitoring, and translating analytics into frontline behaviors that strengthen customer trust, elevate agent performance, and drive measurable operational outcomes.

Action Items:

• Implement targeted training and enablement programs that prepare frontline and support teams for AI powered work, ensuring confidence, adoption, and consistent execution
• Integrate human + AI collaboration into workflows by identifying where automation, analytics, and human judgment must intersect to protect customer trust and elevate outcomes
• Evaluate and evolve performance frameworks to reward AI augmented excellence, using analytics to monitor quality, refine workflows, and continuously improve the customer and agent experience.