Using AI to create meaningful customer experiences

Carla, a senior director of product, carved out a unique space for herself in tech at Capital One when she joined in 2013. She used her skills in product development, communication and management to develop Eno, Capital One's virtual assistant that uses machine learning to answer customer questions, help them manage their money and alert them to any recurring or suspicious charges, which launched in 2017. 

Now, as Capital One continues developing consumer products using machine learning and generative AI, she’s passionate about building a team that reflects customers’ diverse needs and experiences. 

“At Capital One, we want to bring more diversity into AI,” Carla said. “It’s not just a data scientist’s job—it’s a Product manager’s job, an engineer’s job. Anybody can be a part of AI.”

When the chatbot debuted, customers like Molly Parr were impressed. Molly joined Capital One as vice president of product management for the Customer Experiences team in 2021. As part of her team’s work, they continued to evolve Eno as part of a suite of Capital One’s digital products—with a focus on responsible AI coupled with a deep empathy for the customer. 

“I love finding and creating moments of delight for the customer.” Molly said. “Every customer has their own unique preferences and needs that we’re able to individually address because of machine learning and AI.”

As AI and machine learning capabilities continue to expand, Capital One is committed to finding new ways to improve customer experiences. She is also working closely with Carla, who is developing a personalized homepage for the Capital One app.

“Money is a very personal experience, and we’re using AI to make our customers’ lives easier,” Carla said. “We’re always asking; ‘What do customers need now or in the future?’” 

Pete, a senior lead software engineer for Generative AI, is impressed by his colleagues and the collaborative, welcoming approach to tech work within Capital One. They’ve helped Pete find a balance between innovation and responsibility, and his team has led the charge in exploring AI to further Capital One’s fraud detection capabilities and enhance data privacy. Creating these products helps associates gain technical expertise in AI and work with cutting edge technologies.

“We’ve brought in some exceptional researchers in the industry who know how to leverage these models,” Pete said. “I've learned more at Capital One than I have anywhere else in my career.”

As her team continues to build new experiences for customers, Molly and her colleagues are always looking for more people to join Capital One and continue the exciting work with AI and machine learning.

“We have many paths to work with AI and machine learning at Capital One,” Molly said. “Whether it’s product management, data science or another field, all of our associates make us resilient and innovative.”