Since 2013, USAA has leveraged Nuance Communications' Nina virtual assistant on its mobile app. Given the success and wide adoption from members, USAA is now launching Nina on its web site too.
The virtual assistant on usaa.com will provide immediate support and answers to members' most critical needs, such as activating cards, changing PINs, adding travel notifications, and reporting lost or stolen cards. The virtual assistant can respond to 120 questions and commands regarding credit and debit cards,
Nina leverages Nuance's technology in voice, natural language understanding, and artificial intelligence to deliver a multichannel, automated customer service experience. The virtual assistant currently responds to 1.4 million requests per month and eliminates the need to sift through menus.
These new digital functions were developed based on member feedback and data about their transactions.
"We're focused on delivering convenience and speed for our members' everyday banking needs," said Prianka Advani, assistant vice president of USAA Bank, in a statement. "Our first step is to listen to our members and innovate to match our tools with their behaviors."