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Wednesday 12 December 2018


USAA pilots Amazon Alexa functionality

Written by Chris Lemmon

US military bank USAA has launched a pilot which allows users to access its services through a conversation with Amazon Alexa.

Developed by Clinic, the technology uses artificial intelligence to provide a conversational experience for users, who can access information about account balances, transactions, and spending patterns.

After asking Alexa to open their USAA account, members can ask questions like: “how much money do I have?” and “can I spend $100 on a new phone?” Alexa has the ability to remember context, follow-up questions and use complex human language.

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.

Darrius Jones, assistant vice president of USAA Labs, said: “Our members deserve great experiences each and every time they interact with us, regardless of how they choose to do so. 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.”

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