USAA’s Nuance-Developed AI Assistant Gets a Bigger Role

“…an AI virtual assistant is now available to chat with customers through the USAA website.”

USAA, a financial services organization catering to current and former members of the US armed forces, has announced some sophisticated new technology that should help to make life a little easier for its customers.USAA's Nuance-Developed AI Assistant Gets a Bigger Role

One such offering is a new feature on the organization’s mobile app that lets customers advise USAA of any big purchases before making them, helping to ensure that there aren’t any hiccups in transaction approval. But perhaps more impressively, an AI virtual assistant is now available to chat with customers through the USAA website. The company says it’s designed to respond to 120 questions, from reporting stolen payment cards to changing a PIN.

It’s based on Nuance Communications’ Nina platform, which was also recently adapted to perform a similar function on IP Australia’s call-in lines. For USAA’s part, the technology has been in use on its mobile app since 2013, and the company says it’s already processing 1.4 million requests each month.

Its move to the USAA website may be indicative of the growing popularity of AI assistants as they start to become a central interface for the emerging Internet of Things. And for USAA, the expansion is another indication of the company’s commitment to embracing new digital technologies, as has been previously demonstrated in its pioneering use of biometric authentication on its mobile app.

September 7, 2016 – by Alex Perala