The Rise of the Bots - Washington Bankers Association. Neff Hudson.pdfTHE RISE OF THE BOTS: CONVERSATIONAL COMMERCE Facebook Messenger WHAT’S FIRST: BOTS FOR INFLUENCER MARKETING

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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