AI product · Agent design · Strategy
Maaike Coppens is a VP of Product and AI product leader with more than ten years of AI in production at scale, from voice assistants to today's AI agents: 4,100 hotels, Fortune 500 brands, regulated industries. Her edge is rare: she also knows how AI talks to people, and designs it so they trust it.
Trusted by teams & brands including
About
years shipping AI to production
As VP of Product at OpenDialog AI, Maaike took an enterprise AI agent platform from a developer framework to an award-winning product adopted by large companies, through to Series A, owning its vision and roadmap with the CPTO. The AI agents built on it hold up in insurance, healthcare and other regulated environments: +20% quote conversion and 70% of policy questions resolved in self-service (public figures).
Before that, she spent years in the trenches of voice and chat: designing Alexa skills and Google actions for Fortune 500 companies, building multilingual agents for 4,100 hotels, and mentoring the next generation of conversation designers.
“AI will not fix a broken user experience. AI and UX are, in effect, strategic allies.”
She writes, speaks and consults in English, French, Dutch and German. She is also the founder of DigiBadge, a French digital-citizenship startup for young people.
Work with Maaike
Most GenAI pilots never make it to production. The ones that do get the knowledge, the conversation and the evidence right before the technology. That is Maaike's home turf.
Where AI agents create real value for you, and where they don't. Use cases prioritised, the build / buy / partner call made, your EU AI Act exposure mapped. You leave with a roadmap and the first three moves.
An expert review of your agent's flows, prompts and transcripts, benchmarked against the best. You get the failure modes that cost trust, completion and money, prioritised fixes, and an evaluation framework your team keeps using.
A senior VP Product on your team, without a full-time hire: owning the AI roadmap with leadership, making the hard prioritisation calls, setting the quality bar for your agents and coaching your product and design team.
Hands-on training for teams moving into LLM-based and agentic products, and the AI literacy your organisation now owes its people under the EU AI Act.
Maaike works through her consultancy, M. Creations: directly with your team, or white-labelled within a consultancy. She also gives keynotes and expert calls.
Speaking
From international conference stages to executive boardrooms, Maaike speaks about AI products and agents with the authority of someone who builds and ships them every day. Expect clear thinking, honest lessons and ideas your audience can use on Monday morning.
Recently on stage: keynote at UX-MEET : IA Experience 2024 (UX-REPUBLIC). Watch it on the Media page.
Invite Maaike to speakHer take, in writing: Conversation design in the era of AI agents →
Selected work
Enterprise · Insurance
End-to-end design of a production agent suite at OpenDialog AI: onboarding and underwriting, re-engagement, claims handling and real-time policy questions, all deployed in a fully regulated environment.
Hospitality · Multilingual
A multilingual B2C conversational agent serving 4,100 hotels. It won the WorldWide Hospitality Award.
Voice · Fortune 500
Lead conversational AI designer on Alexa skills and Google actions for Fortune 500 brands with XAPP AI, and internationalised award-winning voice apps with labworks.io.
Research · Non-profit
UX expertise for mission-driven organisations, bringing user research rigour to conversational and digital experiences.
Want the full story? Visit the private portfolio 🔒 for detailed case studies, shared on request.
Books
The French-language reference on designing chatbots, phonebots and voice assistants: choosing the right conversational approach, training your teams and building experiences on real user research.
A hands-on workbook for practitioners designing voice-first experiences.
Booking & enquiries
For consulting, keynotes, conferences and workshops: get in touch and Maaike will reply personally.