September 2016 Trends & Highlights: New Voice Capabilities Expand to Amazon Alexa, Siri, and Biometrics

by on Oct 12, 2016

Excellent customer service support


  • Six Firms Introduce New Customer Service Technology – September brought a rise in customer service technology from six firms. Both Liberty Mutual and its subsidiary Safeco introduced insurance-based Skills services with the Amazon Alexa App, making them the first insurance firms to do so. Users can interact with the Amazon Echo device in their homes and receive answers to their insurance questions—helping them find a nearby agent or advice on home and auto problems. Janus and Northwestern Mutual updated their private sites with a messaging center and a secure document uploading platform, respectively. E*TRADE added a screen-sharing feature to the private site that grants customer service representatives remote access to clients’ screens when speaking via online chat or by phone. Lastly, TIAA announced the launch of a voice biometric authentication feature with a press release. TIAA participants can create a “voiceprint” to securely identify themselves when they call to speak to a representative, transfer funds or check their account balances.
  • New Mobile Capabilities – With the recent release of iOS 10, we saw related mobile app updates from four firms. Discover enhanced its iOS app to allow card holders to make credit card payments using Siri, one of the first adopters of the new capability. Allstate, Bank of America and Fidelity added 3D touch capabilities to their iPhone apps, allowing clients with iPhone 6s or higher to pop the firms’ app icons to access a variety of app shortcuts. Capital One and T. Rowe Price added fingerprint authentication to its Android and iOS apps, respectively. Citicards now provides FICO credit scores directly within the Citi Mobile app for iPhone and Android.
  • Nine Firms Address Current Events – Three firms—Capital One, Liberty Mutual and Nationwide—addressed Tropical Storm Hermine. Capital One and Liberty Mutual both added public site banner alerts while Nationwide issued a press release. Eight firms began covering November’s presidential election. Nationwide added a client conversation guide to the advisor site encouraging clients to stay calm. Wells Fargo Advisors and Franklin Templeton both added public site videos focusing on economic expansion and political uncertainty, respectively. Hartford Funds and Wells Fargo Advisors published public site banners addressing election anxiety. Lastly, Federated, J.P. Morgan, T. Rowe Price, TIAA, Franklin Templeton and Wells Fargo Advisors published commentaries regarding November’s election.



Introducing USAA to Annuity Monitor

In September, Corporate Insight introduced USAA to the Annuity Monitor coverage group. USAA sells two deferred fixed annuities and a single premium immediate annuity on its comprehensive public site, and provides clients with a remarkably customizable private site. USAA publishes financial tools, quizzes and educational annuity-related materials on both sites. See the blog post, Annuity Monitor Introduces USAA, on the Corporate Insight Blog for more details.

Wells Fargo Debuts Revamped Site for Banking and Advisor Clients

The firm’s new Advisors private site features a simplified navigation structure, improved access to account and investment information and enhanced research capabilities. The firm’s new banking site includes a simplified Bill Pay Center and restructured account services menus.


New and Previous Private Advisors Site Navigation and Header Menus

MasterThis Microsite from Liberty Mutual and How Stuff Works

A new microsite from Liberty Mutual Insurance in partnership with How Stuff Works covers five topics—moving, car care, hurricane preparation, home repair and roadside emergencies. The new online MasterKits provide tips, instructions, videos and links to other websites.


Liberty Mutual MasterThis Microsite

Gronk Financial Fitness from MassMutual

MassMutual launched a new social media campaign that features New England Patriots player Rob Gronkowski and his family. A new public site page describes shared elements of football and financial planning—guidance, motivation and discipline—and includes a four-part video series in which the family discusses the importance of developing a plan.


Gronk’s Top Financial Plays Video