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GEICO Adds Interactive Voice to Mobile App

The insurer is using the Nuance platform for interactive voice response.

Washington, D.C.-based GEICO has added an "interactive voice assistant" to its mobile app.

The P&C giant partnered with Nuance Communications (Burlington, Mass.) to develop the capability, named "Lily," after research showed that two in five of its app users already use some sort of voice technology on their phone. Currently, the assistant is available on the iOS version of the GEICO app, with Android capability coming later this year.

Last year, USAA and Nuance developed a similar offering named "Nina."

"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.

"We gave Lily a lively personality to allow our mobile customers to connect with her at a deeper level," Meoli added. "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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Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio

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