This episode of Human Signals goes inside Pearson to explore how a global learning company is leveraging AI to personalize education and improve the customer experience. Clinical Customer Experience Manager Terrence Clark shares his insights on finding the right tools, adapting to changing needs, and keeping humans at the center of the AI equation.

Timestamps:

0:00 Introduction, role at Pearson, experience with AI in customer service.

1:13 AI-powered personalized learning, the role of data.

4:04 Adapting AI to post-pandemic learning needs, shifting trends.

7:10 Choosing and implementing AI solutions, customer feedback, continuous improvement.

12:15 AI as augmentation, not replacement. The need for human interaction, finding vendors with diverse offerings.

17:43 Challenges of global AI implementation: language, time zones, regulations.

22:20 Pearson's approach to AI: testing, quality assurance, human-centered design.

27:55 The future of AI: data-driven decisions, human adaptation.

32:15 Personal advice on using AI effectively.