Virtual assistant

US Bank introduces a Spanish-speaking virtual assistant in the mobile app

US Bank is the first financial institution in the United States to offer a unique experience to Spanish-speaking customers: the possibility of carrying out banking operations via a mobile application in the language of their choice, simply by speaking it.

US Bank has launched Asistente Inteligente de US Bank™, a Spanish language version of our best smart assistant in the US Bank mobile app. Smart Assistant is one of only two banking voice assistants to receive an “Excellent” rating from Corporate Insight, and Asistente Inteligente has the same features and functionality as the popular English version.

Customers who set their language preference to Spanish in the US Bank mobile app will now be able to do dozens of things – like check their balance and transactions, transfer and send money, track their credit score, lock and unlock their card, make payments, and quickly find and complete many other functions – simply by speaking into their smartphone in Spanish. And if they prefer to text instead of talk, Asistente Inteligente supports that too.

“Asistente Inteligente is the first Spanish-language virtual assistant of its kind in the United States, offering Spanish-speaking customers the best digital banking tools from US Bank,” said Dominic Venturo, Chief Digital Officer of US Bank. “This not only builds on US Bank Access Commitment™, our long-term approach to helping diverse customers build wealth, but also demonstrates our continued focus on putting the customer experience first, creating new tools that enable them to bank, whenever and wherever they want. where it is best for them.

A high quality standard

Asistente Inteligente was launched with the expertise of Spanish speakers, and Hispanic employees from the U.S. Bank Nosotros Latinos business resource group helped test it, to ensure that customers still experience the proper use of the language in its proper context. US Bank designers and developers have taken great care to ensure accuracy and consistent tone and nomenclature.

“Translation apps sometimes struggle to decipher words with multiple meanings, like ‘balance’ – are we talking about your balance or how much money is in your account?” said Richard Weeks, head of conversational experiences and capabilities at US Bank. “Our software engineers solved this problem with a hybrid approach using smart technology, natural language processing, and real-time interpretation.”

By speaking or texting Asistente Inteligente, Spanish-speaking customers have an incredibly simple and easy way to navigate the many features of the award-winning US Bank mobile app. bank to provide advanced digital capabilities in Spanish to Hispanic customers.

“Sometimes language can be a barrier to accessing the best financial services, and US Bank is focused on breaking down barriers,” said Ramiro Padilla Klein, US Bank vice president for Hispanic segment strategy. “Asistente Inteligente is an innovative, industry-first technology that shows Latino and Hispanic Americans that we are here for them. They can confidently ask questions in the language of their choice with this new financial tool. »

Respond to diverse needs

Spanish is the second most spoken language in the United States – over 13% of the population uses it, according to the US Census.

According to the MRI-Simmons National Consumer Study, service in Spanish is the second priority for Hispanic customers when choosing a bank, behind branch only.

When it comes to digital banking, mobile devices play a bigger role for Hispanic adults than for white adults. According to a Pew Research Center survey, a quarter of Hispanics are “smartphone-only” Internet users, meaning they own a smartphone but lack traditional broadband services at home. That’s compared to just 12% of white adults and 17% of black adults.

“Asistente Inteligente is not just cutting-edge technology,” Padilla Klein said, “but precisely the kind of technology that Hispanic Americans find especially valuable.”