SAN ANTONIO – “Alexa, open USAA.”
Welcome to USAA.”
Just like that, Amazon Alexa can help USAA members access information about account balances, transactions, and spending patterns.
USAA is piloting this new member service at www.USAALabs.com to answer some of the most frequent and basic questions fielded by service representatives answering member phone calls. The pilot is designed to provide a conversational experience with Amazon Alexa utilizing artificial intelligence technology developed by Clinc.
“Our members deserve great experiences each and every time they interact with us, regardless of how they choose to do so,” said Darrius Jones, assistant vice president, USAA Labs. “Technology is what enables us to provide those experiences. This pilot is designed to better replicate the interaction members would have with a USAA service representative on the phone, open new avenues to better serve our members and create more opportunities for our member service representatives to handle more complex member needs. What we learn from this pilot will help shape how we view member service in years to come.”
Through the pilot, USAA members will be able to have a conversation with Alexa about their USAA bank accounts. After asking Alexa to open their USAA account, members can ask questions like:
“Alexa, how much money do I have?”
“You have a total of $2,618.51 in your two bank accounts.”
“Alexa, how much do I have in my checking account?”
“You have $1,809.97 in your classic checking account.”
“Alexa, can I spend $100 on a new phone?”
“You typically spend an average of $200 on electronics in a month. So far this month you’ve spent $50. This will leave you with a balance of $2,518.51.”
USAA’s skill for Amazon Alexa pilot will leverage Clinc’s artificial intelligence conversation management technology to produce a more human-like interaction from Amazon Alexa, as the skill remembers context, follow-up questions, and complex human language. This technology will also learn as members interact with it and infer information not explicitly specified by users throughout a conversation.
For security purposes, members must enable the USAA skill in the Alexa app, and link their USAA account. In addition, members will have the option to add a voice PIN for additional security if they worry others may have access to their Alexa device.
USAA members can sign up for the pilot at www.USAALabs.com. The pilot opened to members on July 25 and will run for 90 days.
USAA began work with Alexa in 2016 as part of the PYMNTS.com/Alexa Challenge. USAA used the one-time challenge to enhance the experience for its savings services in meaningful and convenient ways that help improve members' lives. Specifically, USAA’s skill would allow members to increase their savings by simply asking “Alexa, ask USAA how can I save $30?” USAA was awarded the “Easiest to Explain to Mom” designation as part of the challenge and subsequently invited by Amazon to develop the pilot launching today.
The USAA family of companies provides insurance, banking, investments, retirement products and advice to 12 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit usaa.com.
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