Member-owned financial services company USAA uses Box to automate routine contract reviews and enable metadata-driven search. The company has been able to drastically reduce research time for employees and give IT valuable time back for more strategic work.
For over a century, USAA has served military families, and over 13 million members use the company to access banking, insurance, investing, and retirement products. That history and scale comes with a challenge: vast volumes of contracts and a century of records that small teams must be able to surface on demand.
As a highly regulated organization operating within an industry subject to strict oversight, USAA also has the onus of protecting the sensitive personal information of its members. These constraints mean that USAA has to manage content carefully, without falling behind in the momentum all organizations are experiencing around AI.
Box has enabled USAA to replace legacy storage systems with Intelligent Content Management and apply Box AI to finding information buried within content much more quickly. The company is also now in a position to take advantage of Box Extract to scale metadata extraction and automate workflows.
AI that reads the fine print so teams don’t have to
Prior to Box, legacy storage systems and disparate file shares created content silos and slow processes at USAA. Manual extraction of contract terms and metadata left IT teams unable to scale workloads without sacrificing other priorities. Historical assets were difficult to search because metadata was inconsistent or non-existent.
Otis Avworo, Director, Information Technology (Collaboration Technologies), explains the challenge: “I manage numerous cloud products and a large volume of IT contracts. Reviewing these contracts is time consuming, taking time away from my other critical responsibilities like system management and customer support.”
By automating contract review with Box AI, I now have more time to dedicate to strategic planning, ensuring system uptime, and providing our workforce with the technology they need to effectively serve our members.
With the power of Box AI, it’s now easier to find the right documents quickly, but almost more importantly, it’s quick to mine long documents for answers to questions in seconds. Avworo says, “I use Box AI to quickly retrieve SLOs, expiration dates, and renewal terms without having to read the entire document. By automating contract review with Box AI, I now have more time to dedicate to strategic planning, ensuring system uptime, and providing our workforce with the technology they need to effectively serve our members.”
The future of Box AI for USAA
Looking ahead, USAA plans to migrate legacy document stores and scale metadata extraction to make more content searchable and collaborative across the enterprise. Box Extract will be further applied across repositories, and the company will leverage Box’s compliance and retention features to govern the content lifecycle. The goal: a single, secure, AI-powered content platform that works as hard as the teams it supports.
Read more about USAA and other Box financial services customers.
