The voice command feature is powered by Nuance’s Nina Mobile, which provides consumers with an interactive self-service experience through a voice-based virtual assistant.
Consumers will be able to interact with the virtual assistant from their mobile device in order to make payments, obtain their account balance and search transactions through the FlexPerks mobile app.
“Results of the pilot [program] will help us improve the customer experience and help U.S. Bank serve a broader population through this mobile channel,” Dominic Venturo, the chief innovation officer for U.S. Bank payment services, said. “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.”
Robert Weideman, the executive vice president and general manager of Nuance’s enterprise division, said the industry has experienced a “fundamental shift” in the way consumers engage with customer service.
“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,” Weideman said.