All posts by Debbie Hsu
The way we learn, explore, and figure things out online has changed very rapidly. We don’t interact with digital platforms the way we used to, and researching financial questions are no exception. As the parent of three daughters—ages 9, 11, and 14—I see this evolution firsthand every day. Their phones and tablets are their lifeline to friends, learning, and discovery, and I’m constantly amazed by how quickly they absorb information while also feeling the responsibility to make sure what they’re consuming is accurate and trustworthy. For many young adults, financial advice no longer starts with institutions. It starts in conversations, on social platforms, and often from unverified sources. That shift is shaping how we think about financial education at Experian, and it’s why we’re excited to bring trusted, AI‑powered financial information soon into Snapchat through its AI Sponsored Snaps ad offering. Snapchat has millions of monthly users and is one of the most conversation‑driven platforms out there[i]. That makes it a natural place to share helpful information in a way that feels timely, familiar, and approachable. If we want to help people feel more confident about money, we can’t wait for them to come find us. We need to show up where curiosity naturally happens, including in the middle of everyday conversations they’re already having. Soon in Snapchat Chats, users will be able to engage with Experian through an AI-powered conversational experience to ask questions and receive easy-to-understand guidance. Extending financial knowledge beyond our own platforms This is another step in expanding Experian’s presence into places where people start making decisions. Recently, we integrated with ChatGPT to help consumers explore auto insurance options through the Experian Marketplace, which is another example of how we are showing up outside of our platform. Together, these efforts and future expansions are about meeting people in a comfortable environment, giving them helpful information, and letting them decide how far they want to go. For younger consumers especially, access to credible financial education early on can really matter. There’s a lot of noise online, and it’s not always clear where advice is coming from. Showing up with trusted information helps cut through that and makes it easier to start building confidence. Consumer-First AI at work AI helps make all this possible by allowing us to deliver financial insights quickly, efficiently, and across a growing number of platforms. But for me, technology is only meaningful when it’s grounded in humanity. I care deeply about how our work shows up and truly impacts people. When we meet consumers with empathy and trusted information in spaces they already know and enjoy, we become more than a tool. We become a supportive financial co‑pilot, helping them navigate questions and decisions throughout their life journey. That human impact is what inspires me most. It’s also what makes experiences like this partnership with Snapchat so rewarding because it shows how innovation, when thoughtfully applied, can help people feel more informed, confident, and empowered on an everyday basis. [i] Source: Snap Inc.
When I began my career as a software engineer, I was captivated by solving problems with code and creativity. Over time, I realized what energized me most was not just the technology, but the people it serves. I wanted to understand why I was building something and see its real-world impact. That perspective led me to product management, where I could combine technology, empathy, and innovation to solve meaningful problems for consumers. At Experian, that mindset shapes what we call our Consumer First AI strategy. Consumer First AI means meeting people where they are in their financial journey. Some are building credit for the first time. Others are recovering from setbacks. Many are exploring new opportunities, planning for major milestones, or working toward long-term goals. Each person’s path is different. Consumer First AI is about using technology not just to provide information, but to guide consumers with clarity and relevance based on what they are seeking in that moment. One of the most powerful examples of that work is the evolution of EVA, the Experian Virtual Assistant™, and how it brings Consumer First AI to life. EVA began as a simple tool to help consumers get quick answers about their credit. Today, it is far more adaptive and intelligent. Powered by advanced artificial intelligence and grounded in Experian’s trusted data expertise, consumer-permissioned financial information and built-in privacy and security guardrails, EVA is available to deliver personalized conversational financial guidance designed to help members make informed decisions. From Insights to Action At its core, EVA makes financial information accessible and actionable. Experian members can ask questions, receive personalized financial insights, and potentially take action in real time. Whether freezing or unfreezing their Experian credit file, managing membership features, or exploring tailored offers via third-party lenders in Experian Marketplace, they can do it within a seamless conversational experience designed to simplify decisions. Our latest evolution expands beyond credit insights to provide clearer visibility into spending and cash flow. Through connected permissioned financial accounts, members can track spending trends, recurring expenses, and changes over time. EVA also can deliver tailored recommendations to help reduce unnecessary spending, manage subscriptions, and better plan for monthly obligations. By translating complex financial data into practical next steps, EVA serves as an intelligent financial copilot. It helps people move from insight to action with confidence and supports smarter budgeting, saving, and borrowing decisions aligned with their goals and financial priorities. A Mission That Is Personal This mission is deeply personal to me. I was born in the United States but spent my formative years in Taiwan, where credit was not part of everyday life. When I returned to the United States for college, I realized that being financially responsible did not automatically translate into having a strong credit profile. I was fortunate that credit did not stand in my way, but that uncertainty stayed with me and shaped my perspective. That experience fuels my passion for building tools like EVA. Financial health shapes where we live, what we can plan for, and how secure we feel. Yet managing money and credit can still feel complex or intimidating. EVA helps cut through that complexity by meeting people where they are and adapting in real time to their needs with guidance that feels clear and relevant. Consumer First AI in Action At Experian, our mission is bringing Financial Power to All™. EVA represents Consumer First AI in action by combining advanced artificial intelligence, human centered design, and a trusted data foundation to expand access to personalized financial tools and support greater financial inclusion. This milestone builds on our broader strategy to embed intelligent, trusted AI across the consumer ecosystem. Through continued advancements in EVA’s adaptive financial guidance and the launch of Experian Insurance Marketplace integrate with the ChatGPT platform, we are meeting consumers wherever they are with personalized insights and relevant financial opportunities delivered through conversational experiences. EVA is more than technology. It is a Big Financial Friend, or BFF, and a meaningful step toward making personalized financial information accessible, intuitive, and empowering for millions of Experian members. EVA provides general information and educational insights only. It is not a financial advisor and does not provide personalized investment, legal, tax, or accounting advice, nor does it establish any advisor-client or fiduciary relationship. Any financial offers displayed are provided by third-party lenders and are subject to the lenders’ eligibility and approval processes. Users should consult a qualified, licensed professional for personalized advice. Experian’s AI tools operate under internal governance, testing, and privacy controls designed to promote accuracy, fairness, and consumer protection. ChatGPT is a trademark of OpenAI. The Experian Insurance Marketplace app is developed and operated by Experian and is not affiliated with or endorsed by OpenAI.