U.S. Bank employees recently began testing a new mobile feature that will allow U.S. Bank FlexPerks Travel Rewards Visa Signature customers to use their voice to view account balances, search transactions and make a payment on their accounts in the FlexPerks mobile app.
This new voice command feature is powered by Nuance's Nina™ Mobile, the first solution to give consumers a truly interactive and engaging self-service experience via a voice-based virtual assistant. From their mobile device, consumers will be able to interact with U.S. Bank's virtual assistant to get their account balance, make payments, and more. Leveraging Nuance's innovative speech and natural language understanding (NLU) technology, Nina Mobile makes it easy for companies to bring this kind of effortless self-service experience to their customers.
"Results of the pilot will help us improve the customer experience and help U.S. Bank serve a broader population through this mobile channel," said Dominic Venturo, chief innovation officer for U.S. Bank Payment Services. "Customers are becoming accustomed to using their voice to interact with their smartphones, and we are exploring the application of that technology to banking and payments."
"We're seeing a fundamental shift in how consumers choose to engage in customer service, as the demand for interactive self-service options continues to grow, and Nuance and Nina are at the forefront of this evolution with the virtual assistant," said Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division. "U.S. Bank is a great example of a leading brand that is listening to its customers and innovating with Nuance's speech and natural language understanding technology to deliver the next generation of compelling, interactive customer service experiences today."