As AI becomes more deeply embedded in every digital touchpoint, some wary consumers may prefer traditional human interactions—particularly in sensitive contexts like online proctoring. This session will consider the consumer perspective, but also the value AI brings to online-proctored test programs: including automated ID checks, shorter queue wait times, lower staffing costs, and stronger security monitoring. Join representatives from Pearson and the Pharmacy Technician Certification Board to discover why employing an AI-enabled option while preserving human-first experiences may become both a necessity and a differentiator.