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Alexis Wang

Product Owner & Principal CX Designer, NZQA

Alexis Wang is a Product Owner and Principal CX Designer at the New Zealand Qualifications Authority, where she leads the development of an AI-enhanced chatbot transforming customer support through natural language processing and phased, customer-led delivery. With deep expertise in service design, agile product management, and digital transformation, Alexis has driven complex initiatives across the public sector to improve service accessibility and trust. At the Summit, she will share NZQA’s journey designing smarter, scalable self-service that balances innovation with reliability.

Day 1

11:50

Case Study: Designing Smarter Self-Service—Building an AI-Enhanced Chatbot at NZQA

  • NZQA is transforming its chatbot from scripted Q&A to a natural language AI assistant for real-time support

  • Delivering value in agile increments—nimble, responsive, and customer-led

  • Reducing hallucinations and improving trust through phased rollout and internal testing

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