Scaling AI in Service Organizations with Carolynn Smith | Prudential

So Carolyn, Prudential is really focused on driving AI adoption for its frontline employees.

Can we start with an example of what you're doing with AI, and why was frontline an a- adoption really a priority for you?

Yeah.

Certainly, Shirley.

And as you mentioned, I have the honor and the privilege of leading the U.S. Service Operations team within our U.S. businesses at Prudential, and our focus has been on, how do we deliver an improved employee experience, customer experience, and, uh, operating outcomes that really enable us to show up in key moments that matter? So AI is something that we look at as one solution of many that's being embedded in our service journeys with the intent to get those specific outcomes for our company.

Amazing.

So tell us a little bit m- more about s- how you were started bringing AI into this, the service organization and some of the challenges that you were trying to solve.

Yeah, certainly.

So when you think of AI, we don't...

In, at Prudential, specifically in the U.S. Service organization, we don't think about AI as something additional to what, um, is a tool that our current employees use.

We think about it as being embedded in the service experiences we deliver.

And the important component to all of this is making sure our frontline employees are actively engaged in the design, because you can have fantastic models, you can have great orchestration, but it's only as good as how you integrate it into the workflows, and that may very well be redesigning workflows.

Um, but it's ensuring that we understand the details and the dependencies of what enables our service professionals to deliver to our customers in a way that gives them accurate, reliable information in the most effective way.

So our employees are an integral part to the design and the implementation, and ultimately, the adoption that gets us to the desired outcomes that I mentioned to start.

I mean, that makes so mon-- so much sense, as the employees are really the ones on the front lines trying to solve those problems.