The bank was looking to leverage Ai (Artificial Intelligence) to provide content to broader audiences.

Context

Past virtual assistants - Nina, built on Nuance’s speech technology, debuted in 2013 as a tool for some customers using the bank’s cards, but it was never universal. Then in 2018, it launched voice apps for Alexa, Siri, and Google Assistant. 

Role

• Collaborated in the design of the screens to be displayed as user activated Voice.

• Collaborated with the accessibility division to co-create the experience and provided insights.

• Assisted by reading into live interviews and customer service call transcripts used to design how the voice assistant would operate.

• Assisted choosing the (woman’s) voice that users will hear - which was synthesized from a voice actor recording in a studio.

• I contributed the following to the overall design of the assistant

  • I proposed that the Ai would also act as a kind of guide, helping users find and learn how to use the more than 300 features in the app.

  • Voice should act as a discovery mechanism for the mobile capability.

Achievements

U.S. Bank Mobile App. Smart Assistant is one of just two banking voice assistants awarded Corporate Insight’s highest rating of “Excellent,” and “Asistente Inteligente” has all the same features and functionality as the popular English language version.