Modern banking is at a crossroads. Customers want fast, intuitive, digital journeys — but they still rely on expert support during pivotal financial decisions. Banks focusing solely on automation risk losing customer relationships, while those who balance digital efficiency with personalized support gain long-term loyalty.
Human-centered engagement, seamlessly embedded
Through this partnership, Unblu’s comprehensive Conversational Engagement Platform — spanning live chat, voice and video calls, co-browsing, and AI-driven chatbots — becomes natively integrated into the Backbase platform.
This means customers can transition smoothly from digital self-service to expert-assisted support within the same journey. Meanwhile, relationship managers, service agents, and caseworkers access complete customer context, enabling them to respond faster and more effectively. Banks also benefit from unified compliance, security, and audit-ready communication across every channel.
“Digital convenience should never replace human connection,” said Mayank Somaiya, Global VP of Marketplace at Backbase. “By embedding Unblu’s collaboration capabilities into our platform, we’re enabling effortless handoffs from automation to expert assistance, ensuring customers feel supported from start to finish.”
“Partnering with Backbase empowers financial institutions to deliver the seamless, personal experiences today’s customers expect,” added Jens Rabe, Co-CEO at Unblu. “Integrating our digital interaction tools directly into Backbase allows banks to deepen relationships while upholding the highest standards of security and compliance.”
A unified workbench for smarter, stronger banking
The collaboration creates one connected employee workspace that merges capabilities often isolated across banking systems. Whether staff are managing cases, handling frontline inquiries, or advising clients, they gain one cohesive environment that powers:
1. Seamless Human–Digital Support
Customers can complete tasks independently or instantly switch to live chat, voice, video, or co-browsing without leaving the Backbase experience. No disjointed tools. No lost context.
2. AI-powered Productivity
Employees can automate routine workloads and access real-time insights. With Backbase’s unified data layer, advisors can view each customer’s full history and context — enabling more informed, high-value conversations.
3. Unified, Compliant Interactions
Customers receive consistent service across online, mobile, and in-branch channels. Encrypted communication, built-in audit trails, and data residency controls help financial institutions maintain strong regulatory compliance.
Use cases unlocked from day one
The joint solution delivers immediate value across multiple areas, including:
- Onboarding & account opening: Customers complete digital applications with optional instant support via chat, video, or co-browsing.
- Wealth management: Advisors conduct collaborative planning sessions and video consultations integrated within the banking journey.
- Customer service: AI-driven bots manage routine inquiries and escalate complex ones to human experts with full context.
- Hybrid branches: Physical locations evolve into tech-enabled hubs where advisors can engage with clients both in-person and remotely.
Availability
The pre-integrated solution will roll out globally to Backbase customers in early 2026. Banks can adopt the full offering or select individual Unblu capabilities based on their strategic priorities.
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