USAA's Digital Virtual Assistant Qorus Innovation in Insurance Awards 2016 - Winner

USAA’s industry-leading virtual assistant continues on its journey, recently delivering a new conversational style interface. The virtual assistant is available on mobile and usaa.com. Current goals for USAA’s virtual assistant are to: 1) increase members’ success of getting answers, within the digital channel, and 2) guide them to the right service representative, quickly and securely. The virtual agent is currently targeting infrequent digital users that need assistance with self service and those seeking a live agent. It has achieved significant adoption on web and mobile channels, allowing more members to satisfy their needs without the assistance of a representative. Members have provided comments like “It’s cool!”, “Helpful”, and “Easy to use.” USAA continues to evolve its virtual assistant to provide guided assistance for getting answers and completing transactions. It currently recognizes the member desire to interact in different modalities, including tap, text, and speech.