ARMONK, N.Y. and
SAN ANTONIO, July 23, 2014 /PRNewswire/ -- IBM (NYSE:
IBM) and USAA announced that the cognitive capabilities of IBM
Watson technology are now available to USAA members. USAA is the
first to commercialize the use of Watson as a consumer-facing application.
USAA, a financial services provider for the military community,
is offering IBM's Watson Engagement Advisor in a pilot to help
serve military men and women as they transition from military to
civilian life. By accessing Watson, USAA members will be able to ask
questions related to the transition experience. IBM Watson analyzed
and understands more than 3,000 documents on topics exclusive to
military transitions, enabling members to ask and receive answers
to separation-related questions.
According to the Bureau of Labor Statistics, approximately
155,000 active military members transition to civilian life each
year. Like any career change, moving from a military to a civilian
career presents challenges to members and their
families. During this initial phase, transitioning military
members can visit usaa.com or use a mobile browser to "Ask Watson"
questions specific to leaving the military, 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?" As a result,
Watson combs through volumes of
USAA's business data providing answers to member's inquiries with
confidence while gaining value and experience over time.
USAA is a leader in delivering exceptional member service and
innovative tools to its members. IBM and USAA are working together
to redefine how a digital assistant interacts, learns and gains
value over time by creating exceptional digital experiences.
"This is a continuation of our journey to deliver meaningful
advice to our members on digital platforms. And it reinforces our
commitment to finding innovative and distinctive ways to make our
members' lives easier," said Shon
Manasco, executive vice president of member experience at
USAA and a veteran. "Through this experience, we expect to
learn how intelligent assistants like IBM Watson can help service
members who may not know exactly where or how to start the daunting
transition process."
"Putting Watson into the hands of consumers is a critical
milestone toward improving how we work and live," said Mike Rhodin, senior vice president, IBM Watson
Group. "USAA's innovative application is a prime example of how
Watson's cognitive intellect has
the potential to empower individuals and organizations. Today's
announcement is a great testament to USAA, which prides itself in
customer engagement and brand loyalty. We believe this new service
can help men and women who served their country gain timely and
relevant insights into the steps they need to successfully move to
civilian life."
IBM Watson Enhances the Customer Experience
The rise of the digital consumer has spawned a range of online,
mobile and social media consumer trends that require organizations
to deepen their interactions with customers and transform the way
they provide marketing, sales and service. Consumers expect brands
to know them individually, deliver personalized interactions and
self service options anytime, anyplace.
The IBM Watson Engagement Advisor can fundamentally transform
the way individuals and companies interact over the lifetime of a
relationship. It can be used by customer service agents or can sit
directly in the hands of consumers delivered through the cloud and
via mobile devices. Watson Engagement Advisor offers organizations
the ability to:
- Help meet growing customer expectations as organizations seek
to better understand customers based on their past history.
- Engage individuals wherever, whenever, and however they
choose.
- Gain insights from Big Data to make evidence based, informed
decisions
IBM Watson is leading this disruption by delivering the world
into a new era of computing, in which apps and systems interact
seamlessly with consumers through natural language, enhancing and
scaling human expertise and learning with continuing use and new
information.
Watson will be leveraging
sophisticated analytics to help USAA take advantage of new member,
social and mobile data and provide a more personalized customer
experience. IBM Power Systems will support Watson's data learning by providing faster
access to data.
For more insights on this story please read this post on IBM's A
Smarter Planet blog: http://ibm.co/1rqm44Z
Photos are available via the Associated Press Photo Network and
on the Internet at Feature Photo Service's link through
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About USAA
USAA provides insurance, banking, investments, retirement products
and advice to 10.4 million current and former members of the U.S.
military and their families. Known for its legendary commitment to
its members, USAA is consistently recognized for outstanding
service, employee well-being and financial strength. USAA
membership is open to all who are serving our nation in the U.S.
military or have received an honorable discharge – and their
eligible family members. Founded in 1922, USAA is headquartered in
San Antonio. For more information
about USAA, follow us on Facebook or Twitter (@USAA), or
visit usaa.com.
IBM Watson: Pioneering a New Era of Computing
Three years after its victory on the TV quiz show Jeopardy!, IBM
Watson has evolved to represent a new era of computing, earning
recognition from Frost & Sullivan, which presented IBM Watson
with the 2013 North America Award for New Product Innovation, and
Gartner Inc., which cites IBM Watson in its Top 10 Strategic
Technology Trends for 2014 and predicts that by 2017, 10 percent of
computers will be able to learn as Watson does.
Today, Watson is no longer just
the world's most famous game-playing computer. IBM has put
Watson to work in various
industries. In healthcare, IBM is co-developing an application with
Memorial Sloan-Kettering Cancer Center, and partnering with
WellPoint, the University of Texas MD
Anderson Cancer Center, and the Cleveland Clinic Lerner College of
Medicine. Additionally, IBM has partnered with numerous
colleges and universities across the country to teach Watson capabilities and cognitive computing
technology to the next generation workforce.
For more information on IBM Watson, please visit
www.ibmwatson.com
To join the social discussion about Watson include the hashtag #ibmwatson
Follow Watson on Facebook:
www.facebook.com/ibmwatson
CONTACT:
John
Connolly
781-636-8512
jconnol@us.ibm.com
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SOURCE IBM