Valesca Benjamin

Director Customer Service Albert Heijn, Etos and Gall & Gall

Summit Day Two - Wednesday, 7th October 2026 [CET]

11:55 Presentation: Scaling Customer Service While Retaining the Human Touch

Albert Heijn began experimenting with AI long before generative AI became mainstream. Today, its in-house AI ecosystem powers self-service across chat and voice channels, handling high-volume customer queries while enabling agents to focus on complex and emotional interactions. In this session Valesca and Stijn share how Albert Heijn built and evolved its AI capabilities to improve efficiency while maintaining strong human-centred service.

Learning Objectives

Understand how to build and evolve AI-driven self-service capabilities
Discover how AI can handle high-volume interactions while preserving human-led service
Examine how product, technology and customer service teams collaborate to implement AI successfully

Key Takeaways

Lessons on building and scaling in-house AI solutions for customer service
Insight on combining generative AI, self-service and human support effectively
Ideas for balancing automation, efficiency and human connection

Check out the incredible speaker line-up to see who will be joining Valesca.

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