​HUMAN IN THE LOOP
How do Humans & AI fit in Product Building, Service Design and Enterprise Businesses?

​This was one of the most sought after sessions at our INTERSECTIONS Conference on 23-24 July 2026. On popular demand we are bringing this session again for our larger community.

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​We will have three great speakers

​Peijing “PJ” Teh

​Principal Design Lead,
T-Lab, Public Service Division

​Jensen Loke

​MD & CEO,
SuccessIT

​Isaac Timothy Tay

​VP of Product,
ShopBack

Here are their talk descriptions:

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​PJ's TALK

​A Tale of Three Technologies

​AI, Humans And The Great Convergence In Design, Product, Engineering

​This talk draws inspiration for its title from Dickens' classic A Tale of Two Cities, as I believe that with AI, it is both the best and worst of times for design. Drawing on Hebbia's George Sivulka's account of textile-factory electrification, lessons from foodpanda's data-native operations, and the story of building a conference app with little more than English prompts, this talk asks what these parallels mean for service designers today. Beyond converging job titles, there is a deeper opportunity: understanding & harnessing the human interfaces -- the intersections between people, organizations, and AI agents, in a world that is becoming increasingly permissionless.

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​Jensen's Talk

​Human in the Loop (for Businesses and Overall Processes)

​AI does not replace service judgment; it raises the ceiling for what service teams can handle. In this talk, Jensen shares how his "claws" - AI agents powered through OpenClaw and Success IT's internal tools - support staff across customer service, ticket triage, bookkeeping, insurance workflows, and technical operations.

​The session looks at what it takes to design human-in-the-loop service systems that are actually useful in daily work: agents with clear roles, secure access boundaries, memory of customer context, and escalation paths back to people. Jensen will discuss how AI can help staff become better at service by reducing repetitive coordination, surfacing the right information at the right time, and giving teams more room for judgment, empathy, and follow-through.

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​Isaac's Talk

​Field Report From A Product Manager On How AI Is Transforming Product Management

​Isaac will be sharing how the role of product managers are evolving and what the next generation of builders may look like.

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Speaker Bios:

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