What’s New on Unblu

The new SharePoint Connector enables Unblu agents and advisors to access knowledge sources through the Bot Sidekick directly from your organization’s SharePoint environment. With simple configuration, agents and advisors can securely retrieve and suggest content from SharePoint during customer interactions – based on each user’s specific access rights. How it works:

1. Connect to SharePoint: Use the out-of-the-box connector to add your organization’s SharePoint instance as a knowledge source.
2. Authenticate per User: Content access is governed by each agent’s SharePoint permissions. The Bot Sidekick provides suggestions based only on what that agent is authorized to view
3. Retrieve and Suggest: Generate responses or suggestions from the approved SharePoint knowledge base, with full security and compliance.

The Customer-Centric View and Dashboard provide agents and advisors with a comprehensive, searchable interface for managing and engaging with customers more effectively. This enhancement offers visibility into customer data, engagement history, and actionable insights. How it works:

1. Search and Segment: Quickly find customers by name or using dynamic filters based on labels—such as location or upsell potential.
2. View at a Glance: See available communication channels, previous conversations, and key profile details.
3. Engage Smarter: Initiate outbound messages across supported channels—such as Secure Messenger, SMS, or WhatsApp—directly from the customer list.
4. Explore Details: Access a dedicated dashboard for each customer with full interaction history, notes, and context for more personalized service.

Branch is now fully integrated into the Unblu Spark platform – enabling a unified approach to both physical and digital customer engagement. Institutions can now operate seamlessly across channels while maintaining a consistent, secure, and efficient service experience.

For Unblu Spark Users: Physical branches can now be added as an extension of your existing Spark deployment. In addition to supporting and advising customers across web and mobile channels, you can now establish branches as an additional touchpoint—centralizing all interactions on a single platform. All digital tools, including co-browsing and AI-powered features such as live captions and call transcripts, are available during in-branch engagements, ensuring consistent service delivery regardless of location. Learn more

For Branch Users: Institutions already using Unblu for in-branch experiences can now unlock Spark’s full digital interaction platform, allowing you to expand your service offering beyond physical locations and engage customers on their preferred digital channels. Customers can move effortlessly from the branch to their personal device—resuming conversations on mobile, reviewing shared files, and continuing support interactions without interruption. Learn more

Understanding how customers feel about their interactions is key to improving service. That’s why Unblu now offers an emoji-based rating system, providing a more expressive and intuitive way for customers to share their experience.

This new option complements the traditional star-based system but allows customers to respond with a visual that better reflects their sentiment—especially useful in support environments where tone and emotion matter.

To help collect feedback more seamlessly, we’ve also introduced a new concierge offboarding task that prompts customers for a comment at the end of a conversation. This ensures timely, structured input to help teams continuously improve the customer experience.

Clear communication is critical in financial services – especially during support calls where clients seek guidance on complex topics. With Unblu’s new closed captions for audio and video calls, institutions can now make conversations more accessible and easier to follow.

Unblu displays real-time captions during calls, with an option to translate them into the client’s preferred language. Whether clients face language barriers or hearing impairments, captions provide an additional way to follow the discussion, helping improve service quality.

Automatic chat translation empowers agents to understand and respond to customers in any language, ensuring seamless communication without requiring multilingual skills. Here are the key use cases and benefits:

1. Automatic Chat Translation: Agents can communicate effortlessly with customers in any language. Messages are automatically translated in real-time, ensuring clear and accurate conversations—without requiring agents to be multilingual.
2. On-Demand Chat Translation: For agents who have partial language proficiency, Unblu provides an option to trigger translation only when needed. This flexibility allows for a more natural conversation flow while still ensuring accuracy when required.
3. Conversation Review in Any Language: Supervisors can now review past conversations even if they are in a foreign language. Translated transcripts ensure managers have full visibility into interactions, allowing for quality control, compliance monitoring, and performance assessment without language constraints.

The Bot Sidekick provides agents and advisors with suggested responses based on your organization’s existing knowledge base—such as websites, documents, or other resources. Advisors and agents now have the flexibility to edit prompts before generating AI-driven responses. This enhancement empowers more personalized, accurate, and efficient customer interactions. How it works:

1. Edit the Prompt: Adjust the input to guide the AI’s response.
2. Generate Suggestions: Produce tailored responses based on the updated prompt.
3. Review and Send: Send directly or make final adjustments for a perfect fit. You can also view the source to verify the response’s accuracy.

By removing the restrictions tied to static interpretations of customer input, this enhancement ensures AI-generated suggestions align with specific customer queries for a more personalized and effective interaction.

When an advisor is away or offline, clients can now seamlessly add a deputy advisor to the same conversation. This ensures that clients don’t experience delays, as the deputy advisor is immediately looped into the discussion with full context of the client’s request. The primary advisor remains updated, preserving continuity without compromising operational efficiency. Key highlights include:

1. Optimal client experience: Clients are offered with the option to continue their conversation without waiting for their primary advisor to return.
2. Inbox instead of Queue: Deputies receive the conversation directly in their Unblu Advisor Desk Inbox, eliminating the need for separate queue monitoring.
3. Improved flexibility: This feature allows uninterrupted, long-running conversations, giving both clients and advisors the flexibility to continue the ongoing conversation when the primary advisor is temporarily unavailable.

With the native connectors, enabling WhatsApp and SMS channels in your Unblu environment has never been easier. No middleware or custom development is required – just a seamless connection that empowers your organization to engage customers through one of the world’s most popular messaging platforms.

This integration allows your customers to communicate directly via WhatsApp or SMS, while your agents continue to manage interactions from the Unblu Agent Desk.

Additionally, agents can proactively initiate conversations with customers by sending template WhatsApp messages. These could be used to promote services, deliver product updates, or invite customers to engage with an agent for more personalized support.

Communicating via WhatsApp and SMS offers customers the ease and familiarity of a channel they know and trust, improving customer experience and enhancing engagement as a result.

Customer requests matter, and keeping them informed is key to maintaining engagement. With the new Queue Status UI, you can now provide real-time updates to customers about their connection status with an agent. This feature displays either the approximate wait time or their current position in the queue, offering transparency and reassurance during high-traffic periods.

By giving customers clear expectations, the Queue Status UI reduces abandonment rates and boosts customer satisfaction. When customers know they’re in line and are informed about the wait time, they are more likely to remain engaged and wait for service, which ensures a positive customer experience.

For ongoing, in-depth conversations between advisors and clients – such as those involving digital sales, investment proposals, or complex issue resolution – keeping clients informed is crucial. With the new Advisor Unavailable Indicator, clients will now be clearly notified when an advisor is temporarily unavailable, helping to prevent unnecessary wait times.

This new indicator features prominently in the client interface, and serves in addition to the existing online status indicator next to the advisor’s profile. Advisors can also personalize their “away” message, providing context or expected return times to further manage client expectations.

This enhancement ensures smoother communication during long, detailed conversations. It also helps maintain client satisfaction by reducing uncertainty and providing clear updates on advisor availability.

Empower your agents and advisors to better manage customer relationships through the new Note section within the customer profile. This feature allows agents to record key details about customer interactions, requests, or preferences, facilitating seamless internal communication across teams.

By leveraging this tool, agents can deliver a more personalized and efficient service. For example, when a customer reaches out to follow up on a previous inquiry, the assigned agent can instantly access the relevant notes – saving time and eliminating the need for repetitive questions. This not only improves the customer experience but also boosts the confidence and efficiency of your support team.

Each note is timestamped and tagged with the agent’s name, so your team will always know when the last update was made and by whom. This ensures that everyone is up-to-date with the most current information, fostering a collaborative environment that drives customer satisfaction.

Additionally, Unblu can be integrated with your CRM solution to synchronize these notes, maintaining a single source of truth across platforms and ensuring the continuity of customer information.

The Video & Voice function now has an improved interface. The collaboration space has been completely revamped with a new view that merges with the call in progress. We have also added features such as improved pinning, background image replacement, and support for different layouts.

With the addition of Picture in Picture (PiP) mode, you can ensure that agents or advisors can always see the caller even when they navigate away from the main screen. For example, if they launch the screen sharing capabilities, the video call – including all call controls – will remain as a small, moveable window for easy access at all times.

Agents and advisors can easily create and manage customer profiles inside Unblu, with the option to connect or update external messenger contacts, which offers them a more complete view of the context and history of each customer. Not only can agents and advisors create several threads with the customer, but all previous interactions are visible to those with access to ensure a consistent experience.

The most versatile feature when managing profiles is labelling for segmenting customers, such as labelling customers with high upsell potential to offer more personalized services.

Additionally, with labels, we can define which customers are visible to which agents or advisors. For example, in a wealth context, conversations between a client and a relationship manager could contain private information that cannot be shared with the staff in the support team.

Unblu Spark 8 introduces major enhancements to our document collaboration capabilities, including an out-of-the-box signature tool during co-browsing.

Agents and customers can now utilize advanced collaboration tools, such as:

1. Highlighting: Temporary and permanent highlighting to emphasize key points.
2. Drawing and Marking: Annotate documents with freehand drawing or markings.
3. Text and Comments: Add text notes and comments directly onto documents.

Today we are proud to announce that Unblu is available on IBM Cloud for Financial Services. With Unblu Spark on IBM Cloud for Financial Services, we are dedicated to helping financial services organizations drive transformation and create meaningful customer interactions.

We’re excited to introduce the latest update to our digital engagement platform: Unblu Spark 8!

This release marks a significant step forward in enhancing the way your teams interact with customers, providing a more seamless and authentic experience, with new functionalities such as customer-centric view, outbound messaging, third-party messaging connectors, document collaboration, and enhanced UX for video and voice calls.

The Bot Actions API enables your customers to initiate actions within external systems directly through conversations in Unblu. When interacting with the Unblu bot, customers can now effortlessly initiate transactions or trigger processes within their banking platform, CRM system, and other solutions. For example:

1. Provide your customers with real-time access to their account balances, enhancing their financial visibility and control.
2. Enable users to easily update personal details, such as addresses and other information, seamlessly within the conversation.
3. Facilitate transactional activities, allowing customers to complete financial operations without leaving the conversation.

Unblu now seamlessly integrates with Azure OpenAI, combining the innovation of OpenAI’s models with the robust security features of Microsoft Azure.

In addition to our Outlook calendar integration, organizations leveraging Google Workspace can now benefit from our Google Calendar add-on to streamline the meeting scheduling process. This out-of-the-box integration empowers advisors to schedule Unblu conversations directly from Google Calendar.

Our custom action API is designed to effortlessly initiate workflows and execute actions directly from Unblu across key platforms, such as CRM, core banking systems, and e-signature solutions.

Facilitate seamless communication between advisors and clients with Unblu’s brandable mobile app.

You can now integrate the Unblu agent desk into MS teams. Do your agents prefer MS Teams? Retain the familiar interface for internal and customer communications – with the added power of Unblu.

Empower your agents and advisors with swift access to your organization’s knowledge base.

The new file upload interceptor API builds on Unblu’s track record of proactive security measures. Used alongside our existing message interceptor, you can perform virus scanning and other security checks to protect the system and users from potential harmful files.

Never miss a beat. Visitors and agents can reply to specific in-thread Unblu messages. Keep on top of parallel conversations without losing context.

Unblu’s out-of-the-box app for Salesforce is published on the AppExchange.

Define your bot’s tone and personality using our Conversational AI Bot Persona feature.

Internet connectivity issues happen, but that doesn’t mean the scheduled meeting or ad-hoc voice or video call should end.