the rise of the bots - washington bankers association. neff hudson.pdfthe rise of the bots:...
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Relationship Banking in the Age of Unbundling
Nef f Hudson, VP, Corporate Development
The Rise of the Bots
March 21, 2017
PUBLIC INFORMATION: May be discussed or shared with non-USAA employees. 2
Our MissionThe mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community.
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USAA: THE ORIGINAL SOCIAL COMMERCE COMPANY
25 Founding Members. One Product: Auto Insurance. $114 first check
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USAA TODAY: BY THE NUMBERS
1.4BInteractions
12M Members
30KEmployees
$29BNet Worth
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THE UNBUNDLING OF FINANCIAL SERVICES
InsuranceBankingInvestmentsRetirementLifeHealth
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CHANGES IN DISTRIBUTION CHANNELS
From Phone to Web to Mobile to Messaging…in 20 Years
MEETING MILLENNIAL EXPECTATIONS: KEY TRENDS
Give me control Respect my preferences Help me make better decisions
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PERSONALIZATION CONVERSATIONAL UIEMBEDDED EXPERIENCES
Context is King Experiences > Products Partnerships are critical
Natural Language + AI Hardware Independent
THE RISE OF THE BOTS: CONVERSATIONAL COMMERCE
Facebook Messenger
WHAT’S FIRST: BOTS FOR INFLUENCER MARKETING
…ENABLED BY CLOUD, MOBILE, PROCESSORS, NATURAL LANGUAGE, ARTIFICIAL INTELLIGENCE
DIGITAL ASSISTANTS: FROM ALICE TO ALEXA
1963
FINANCIAL ASSISTANTS: USAA SAVINGS COACH
“When I first get my pay check I tell myself, alright I’m going to save this amount... (but)
before long I discover...there’s nothing there!”
USAA EVA: 400 COMMANDS & COUNTING
1.4M Member Interactions Per Month
COGNITIVE COMPUTING: THE INTELLIGENT INTERFACE
“For consumers, the intelligent interface to everything.”
“For developers, the next major marketplace and channel for offering content, commerce and services”
- Dag KittlausViv CEO