US Military financial services provider USAA has created an app that uses cognitive technology aimed at helping returned servicemen and women with the transition from military to civilian life.
Known for its innovative approach to customer service, USAA sights the fact that 150,000 military members transition into civilian life each year as the impetus for developing the app. The app integrates the technologies of IBM’s Watson Engagement Advisor to answer questions such as: ‘Can I be in the reserve and collect veterans compensation benefits?’ or ‘How do I make the most of the Post-9/11 GI Bill?’ Watson is then able to traverse through relevant data sets to offer a solution. Currently this is a world first for consumer engagement initiatives.
Speaking on the financial institutions website Eric Engquist, assistant vice president of Military Transitions commented:
“[Watson] will enable USAA to provide relevant guidance during one of the most emotional and financially impactful [sic] decisions our military members will make during their career.’
Speaking on Watson’s development, Sana Kai Johnson, one of Watson’s teachers from Military Transitions is said that Watson is constantly evolving as more questions are being asked: ‘He currently knows only what he’s been taught… The information he can answer will evolve. If he gets questions that he cannot answer, we will teach him.’
Technologists will track the progress of Watson in a USAA capacity given the amount of interest the technology is garnering from a customer service perspective. Locally, ANZ Wealth is keen to take advantage of the technology whilst other financial institutions have also shown interest. OCM
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