Speech Technology Magazine

GEICO Debuts Interactive Voice Assistant

Solution integrates technology from Nuance's Nina.
Posted May 2, 2013
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Insurance giant GEICO has launched an update to its mobile app which now features Lily, an interactive voice assistant that can assist policyholders.

Powered by Nuance Communications' Nina virtual assistant platform, Lily enables GEICO App customers to make payments or find answers to questions about their policy.

"With Apple's introduction of Siri, there is no denying that interactive voice assistant technology has altered the way customers interact with their mobile devices," said Pete Meoli, GEICO mobile and digital design director, in a statement. "The voice capabilities offer our tech-savvy GEICO App users a more convenient and more personable hands-free mobile experience."

The insurance firm said that Lily was designed to have a calming and enthusiastic demeanor, particularly helpful to customers experiencing a stressful situation. Lily also provides her opinion on the GEICO Gecko and a variety of topics if asked.

"We gave Lily a lively personality to allow our mobile customers to connect with her at a deeper level," Meoli said. "Lily's witty and upbeat responses paired with her undeniable efficiency will change customers' expectations of what is possible in self-service customer care."


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