Jessa Anderson

Jessa Anderson and Hayley Mortin from ServiceNow delve into the intersection of generative AI and UX research in enterprise contexts. Jessa highlights the importance of user-centered design and ethical considerations in developing AI tools. Hayley provides insights into the challenges AI poses for customer service agents, emphasizing the necessity of transparency and user control. They discuss how to navigate the complexities of integrating AI while ensuring user trust and addressing data security concerns, all while advocating for effective, human-centered solutions.