USAA to Geico Test Voice Apps Seeking $12 Billion Savings
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First it was the tellers. Now, call centers are under threat as financial services firms weigh new voice-activation technology to cut the cost of customer service.
USAA, Geico Corp. and other financial firms are turning smartphones into virtual clerks. USAA in February became the first to let depositors use its mobile application via spoken commands. Now, Wells Fargo & Co., U.S. Bancorp and ING Groep NV also are among about 50 firms working with Nuance Communications Inc. to use similar technology in mobile apps.