Steph Hay is a user experience designer who leads conversational AI and integrated experiences at Capital One. A former journalist, she oversaw the development of Eno, an AI assistant that millions of Capital One customers use to manage their accounts, report fraud, and shop online. Eno is also the first gender-neutral AI assistant in banking, bucking the the trend among companies to render smart assistants female. “We want our customers to relate with and trust Eno,” Hay says. “To do that in the context of money--something so incredibly nuanced and personalized to each individual--meant we needed to strip away anything about the character that could inhibit trust. Gender is one of those variables.” In 2019, Hay’s team redesigned Eno’s fraud notifications, increasing Capital One’s understanding of users’ responses from 85% to 99% and reducing customers’ frustration. Next, Hay plans to incorporate the principles of inclusive design to build even more personalized conversational interfaces. “I want to bring technology and humanity together,” she says.