AI-enabled banking provider Backbase has partnered with Unblu to enhance digital banking experiences, making them more human-centric.
Addressing Customer Expectations in Banking
Banks often face challenges when offering only self-service options, as this can weaken customer relationships. In contrast, those providing both efficiency and personal interaction tend to build stronger loyalty among users.
Through their collaboration, Backbase and Unblu aim to improve modern banking by integrating Unblu’s Conversational Engagement Platform into Backbase’s platform. This integration includes live chat, voice calls, video conferencing, co-browsing, and AI-powered chatbots.
Enhancing Customer Experiences
This partnership enables customers to transition seamlessly between digital self-service and human-assisted interactions during the same journey. It also provides a comprehensive customer profile to relationship managers, case workers, and frontline service agents, improving their ability to serve clients effectively while maintaining compliance with regulatory requirements.
The unified employee workbench brought by the collaboration connects various capabilities across the financial institution’s tech stack, streamlining human-digital interactions for employees. This setup supports simplified interaction, increased productivity through AI, and consistent engagement in customer service.
Key Use Cases
- Onboarding and account opening: Digital applications can be completed, followed by efficient verification or guidance via live chat, video calls, or co-browsing sessions with bank staff.
- Wealth management: Relationship managers can conduct virtual consultations and collaborative financial planning within the banking platform.
- Customer service: AI chatbots handle routine inquiries while directing more complex issues to human agents.
- Hybrid branch experience: Financial institutions can transform physical branches into digital-enabled service hubs where advisors can interact with clients both in person and remotely.
The pre-integrated solution is scheduled for global release to Backbase customers early in 2026, allowing financial institutions to adopt the full suite or specific Unblu features based on their needs.
