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What’s New on Unblu

Deputy Management Enhancements

Live Chat Secure Messenger

October 10, 2024

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.

Technical Documentation

Out-of-the-box WhatsApp and SMS Connector

Integration

September 2, 2024

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.

Technical Documentation

Queue Status UI

Live Chat Secure Messenger

august 9, 2024

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.

Technical Documentation

Advisor Unavailable Indicator

Live Chat Secure Messenger

July 18, 2024

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.

Technical Documentation

Notes in Customer Profiles

Live Chat Secure Messenger Voice & Video

June 20, 2024

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.

Video and voice call enhancements

Voice & Video

May 27, 2024

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.

Managing customer profiles and using labels for segmentation

May 20, 2024

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.

Technical Documentation

Collaborate and sign document during co-browsing

Co-browsing

May 13, 2024

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.

All updated documents can be saved into the conversation or downloaded for local use. These features support all common document types, including Microsoft Office documents and PDFs.

With our built-in digital signature, users can create signatures and apply them to documents during a document collaboration session. For customers who have logged into the banking platform, when single sign-on is in place, we automatically retain shared data such as timestamps for improved signature authenticity.

Technical Documentation

Unblu brings Unblu Spark to IBM Cloud for Financial Services

May 2, 2024

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.

Read our blog post to learn more

Unblu Spark 8 is here!

April 23, 2024

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.

Read our blog post to learn more

Interact with back-end services using the Bot Actions API

Conversational AI Integration

January 18, 2024

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.

At Unblu, we prioritize the security and privacy of your customer data. It’s essential to note that the Bot Actions API is exclusively associated with our intent-based bot. Integrations with other solutions, such as your Core Banking system, are distinct from the LLM integration of our Knowledge Bot. This ensures that customer data remains secure, with no transfer to the LLM through the Intent Bot and Core Banking System integration.

By leveraging the Bot Actions API, you empower your customers to effortlessly accomplish routine tasks with human-like assistance around the clock. This not only enhances user experience but also liberates your agents to focus on more impactful and complex conversations, ultimately boosting overall operational efficiency.

Technical Documentation
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Unblu Conversational AI offering on Microsoft Azure OpenAI

Conversational AI

December 7, 2023

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

With Azure OpenAI, you can now benefit from regional availability in key business hubs such as Switzerland, France, Canada, USA, and the UK. This ensures that your organization has full control over data residency, offering peace of mind by preventing data from being processed in third countries, and maintaining compliance with regional and national regulations in data protection and privacy.

Moreover, Azure OpenAI ensures that your prompts (inputs), completions (outputs), embeddings, and training data will not be available to OpenAI or other customers, nor will they be used to improve OpenAI models or other third party services. Your fine-tuned Azure OpenAI models are available exclusively for your use.

Experience the power of conversational AI with the security and flexibility of Microsoft Azure through Unblu’s integration with Azure OpenAI.

Learn more

Schedule Unblu Conversations with your preferred calendar provider

Integration

NOVEMBER 30, 2023

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.

The add-on allows for the easy inclusion of an Unblu link in meeting invites, providing both external and internal participants a secure channel to access and explore the full suite of Unblu feature, and benefits from our highly secured solution such as customer identification via online banking, flexible recording options, and our native call solution.

Whether it’s an ad-hoc meeting or recurring touchpoints with the clients, give your advisors the convenience of managing customer interactions in a centralized way and stay compliant with regulatory requirements.

Technical Documentation
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Trigger workflows and actions in other platforms using the Unblu custom action API

Integration

NOVEMBER 8, 2023

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.

This feature offers three types of custom actions:

  1. Trigger an action from the conversation level. For example, equip your agents with a one-click button inside the Agent Desk to select and send documents to the visitor, while managing the document in a centralized repository such as your existing Enterprise Content Management solution.
  2. Trigger an action based on the participant’s information. For example, you could add a button on the Unblu agent desk for the agents to open a participant’s portfolio in their CRM application.
  3. Trigger an action from a message in a conversation. For example, relationship managers can begin an electronic signature process from a file uploaded into the conversation.

Experience the enhanced efficiency and precision our custom action API offers, ensuring a more seamless and streamlined workflow for your team.

Technical Documentation
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Brandable agent mobile app

Secure Messenger Voice & Video

NOVEMBER 8, 2023

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

Key Features:

Intuitive in-app calling and texting
Empower your advisors with an easy-to-use app that provides an intuitive in-app calling or texting experience.

Out-of-the-box convenience
Our brandable mobile app is readily available for both iOS and Android platforms, requiring no additional development or maintenance efforts on your end. We also take care of the app listing process on app stores.

Tailored to your brand
Unblu understands the importance of maintaining a consistent brand image. We will collaborate with you to match the app’s design to your branding, ensuring a seamless extension of your institution’s identity.

Compliance at your fingertips
Our mobile app is designed to keep your advisors connected with clients on-the-go while ensuring full compliance with industry regulations.

Learn more

Integrate Unblu into MS Teams for agents and advisors

Integration

NOVEMBER 1, 2023

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.

The Unblu MS Teams integration ensures access to a centralized platform to securely address customer requests. Benefit from Unblu’s Live Chat, voice & video calls, and next-level Co-Browsing collaboration capabilities to provide a superior support experience.

Consolidate notifications into one channel and never miss a message or call from the customers.

More details
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Maximize Live Chat efficiency with our agent Bot Sidekick

Conversational AI

OCTOBER 25, 2023

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

The Unblu Bot Sidekick blurs the line between Conversational AI and Live Chat. By offering human agents AI-generated suggested responses, agents can boost their efficiency and maximize resolutions.

Here’s how it works.

  1. An agent or advisor receives a query or request.
  2. A scanning process automatically begins.
  3. The instant support allows agents or advisors to reduce the average handling time – and increase their first contact resolution rate.

See the demo
Learn more

File Upload Interceptor API

Security & Compliance

OCTOBER 18, 2023

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.

Here’s how it works.

  1. A document is uploaded to a conversation.
  2. A scanning process automatically begins.
  3. Any files that may contain viruses, malware or other malicious content are identified and rejected.

The upload interceptor API also allows you to scan and reject documents containing sensitive information to remain compliant with your industry or jurisdiction’s legal requirements – while reducing the risk of users sharing compromised files.

Learn more

Reply to a message in-thread

Live Chat Secure Messenger

OCTOBER 11, 2023

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

Integrate Unblu into Salesforce to augment calls and chats

Integration

OCTOBER 4, 2023

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

Enhance your customer and agent experience:

  • Provide agents with visual context on Salesforce chat during customer interactions.
  • Augment existing phone calls while allowing agents to stay on relevant pages in Salesforce and benefit from the 360 degree view of the customer.
  • Synchronize Unblu data with Salesforce – and store all communication history in a centralized repository.

Leverage Co-Browsing in Salesforce

Enrich your existing channels with Co-Browsing and video calls to reduce chat and call handling time and increase conversion rates.

View our AppExchange listing
Learn more

Using different bot personas to provide a more humanized service

Conversational AI

SEPTEMBER 27, 2023

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

Particular customer demographics have common requests, traits, and preferences. Speak their language by developing a bot persona that boosts engagement and satisfaction.

Whether it is solution-oriented, trust-inspiring, or easy going and friendly, match your organization’s branding strategy to provide accurate responses in the right tone and language.

Learn more

Join conversations using phone numbers with our SIP Dial-In

Voice & Video

SEPTEMBER 27, 2023

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

With SIP Dial-In, agents and visitors can join the session using a phone number and keep the conversation flowing.

  • No internet connection? Use a public dial-in number to join the conversation.
  • Want to keep the video or Co-Browsing sessions going? Join the conversation using a personal dial-in number just for the audio.
Learn more
Conversational AI Integration Live Chat Secure Messenger Security & Compliance Voice & Video Co-browsing