{"id":38786,"date":"2021-06-29T12:22:31","date_gmt":"2021-06-29T11:22:31","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=38786"},"modified":"2025-10-19T09:00:06","modified_gmt":"2025-10-19T08:00:06","slug":"usaa-reveals-covid-inspired-customer-service-tech","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/uncategorized\/usaa-reveals-covid-inspired-customer-service-tech\/","title":{"rendered":"USAA Reveals COVID-Inspired Customer Service Tech"},"content":{"rendered":"<p><span data-contrast=\"auto\">United States Armed Forces\u00a0financial services\u00a0company\u00a0the United Services Automobile Association (<\/span><a href=\"https:\/\/www.usaa.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">USAA<\/span><\/a><span data-contrast=\"auto\">)\u00a0has\u00a0revealed\u00a0a number of\u00a0customer service\u00a0solutions\u00a0debuted in response to the ongoing COVID-19 pandemic.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">USAA said the solutions were designed to help keep customers safe\u00a0while saving them time and money via automation. One such example was telematics, with USAA launching\u00a0a behaviour-based app knows as\u00a0<\/span><a href=\"https:\/\/www.cxtoday.com\/speech-analytics\/5-features-to-look-for-in-a-speech-analytics-solution\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">SafePilot<\/span><\/a><span data-contrast=\"auto\">\u00a0which creates personalised pricing plans.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Another new technology known as HOVER is an app which allows smartphones to capture external measurements and create 3D models of homes from images, reducing the time of an inspection process and enabling customer self-service.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">AR for CX<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Furthermore, the company is entering a test period for augmented reality glasses, enabling field adjusters to\u00a0transmit\u00a0their experience\u00a0to\u00a0managers\u00a0for\u00a0feedback in real-time.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The company said it was also continuing with pre-existing innovations including a subrogation solution in partnership with State Farm that automatically settles claims between\u00a0the two companies using blockchain\u00a0technology.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cCarrier-to-carrier claims payments will be almost completely automated in the future, saving time and money,\u201d said\u00a0<\/span><b><span data-contrast=\"auto\">Sean Burgess, USAA Chief Claims Officer<\/span><\/b><span data-contrast=\"auto\">. \u201cUtilising blockchain technology helps us securely improve and automate a manual process and ultimately gets money back to our members and customers faster.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">\u201cWe are always looking at ways we can operate more efficiently to benefit our customers,\u201d said\u00a0<\/span><b><span data-contrast=\"auto\">Robert Yi, Chief Claims Officer at State Farm<\/span><\/b><span data-contrast=\"auto\">. \u201cThis blockchain solution will assist in speeding up subrogation recovery, resulting in an earlier return of the customer\u2019s deductible.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The company is also working alongside Google Cloud for a vehicle claims machine learning solution\u00a0which sees images of damaged vehicles processed by Google models in real time.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"none\">\u201cThe damage estimation process can be a complex, emotionally charged event, and we always aim to reduce friction and improve the member experience,\u201d said\u00a0<\/span><b><span data-contrast=\"none\">Ramon Lopez, VP Innovation, USAA<\/span><\/b><span data-contrast=\"none\">. \u201cThe future of customer experience in insurance is more convenient,\u00a0cost effective\u00a0solutions, backed by machine learning and computational power.\u201d<\/span><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>United States Armed Forces\u00a0financial services\u00a0company\u00a0the United Services Automobile Association (USAA)\u00a0has\u00a0revealed\u00a0a number of\u00a0customer service\u00a0solutions\u00a0debuted in response to the ongoing COVID-19 pandemic.\u00a0 USAA said the solutions were designed to help keep customers safe\u00a0while saving them time and money via automation. One such example was telematics, with USAA launching\u00a0a behaviour-based app knows as\u00a0SafePilot\u00a0which creates personalised pricing plans.\u00a0 Another [&hellip;]<\/p>\n","protected":false},"author":4058,"featured_media":38787,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"class_list":["post-38786","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-artificial-intelligence","tag-extended-reality","tag-voice-of-the-customer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>USAA Reveals COVID-Inspired Customer Service Tech - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Artificial Intelligence, Extended Reality, Voice of the Customer and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"USAA Reveals COVID-Inspired Customer Service Tech\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Artificial Intelligence, Extended Reality, Voice of the Customer and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-06-29T11:22:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:00:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/06\/Untitled-94.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"William Smith\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@dubjaysmith\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"William Smith\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\"},\"author\":{\"name\":\"William Smith\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/c81c104b43f93d52cdd62ba7209e8453\"},\"headline\":\"USAA Reveals COVID-Inspired Customer Service Tech\",\"datePublished\":\"2021-06-29T11:22:31+00:00\",\"dateModified\":\"2025-10-19T08:00:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\"},\"wordCount\":332,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/06\/Untitled-94.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Extended Reality\",\"Voice of the Customer\"],\"articleSection\":[\"Uncategorized\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2021\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\",\"url\":\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/usaa-reveals-covid-inspired-customer-service-tech\/\",\"name\":\"USAA Reveals COVID-Inspired Customer Service Tech - 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