CONVERSATIONAL BANKING

Taking customer's conversations to the next level

Customers want the convenience and practicality of online and omnichannel banking, but they also want personal interaction. Quite simply, they want to be able to speak with their bank.

Table of contents

What is conversational banking?

The industry defines conversational banking as interacting with a non-human interface — such as chatbots — to discuss your finances or seek advice. But at Unblu, we have a broader definition. We see conversational banking as using conversation — whether initiated by a human or a virtual assistant — to get to know customers and guide them through financial decisions.

Conversational banking leverages technology such as AI into banking customer journeys to create a seamless experience that radically boosts client satisfaction. By incorporating those digital tools that prioritize conversation, financial services can create a flexible and personalized service that increases opportunities to build successful relationships.

A meaningful conversation

Happens anytime and anywhere

Makes things easier and simpler

Leverages technology to build trusting relationships

A more human approach

We believe in a more human approach to conversational banking that reflects the way customers are incorporating banking activities in their daily lives. Banking is not a single action. It can’t be completely carried out on mobile, by video or in person. It’s a combination of all of these interactions—and that requires both high tech and high touch.

Hybrid conversational banking

At Unblu, we’ve developed a hybrid-model of conversational banking that goes further than just bot-based interactions. The best conversations involve people on both sides, with assistance and guidance from technology. In this context, conversational banking brings together the processing power, storage ability and connectivity of technology together with the human ability to connect and converse with another person. With the Unblu interface, conversations are optimized with the latest in AI capabilities and humanized by a real exchange, built on trust and expertise.

Conversational banking examples

Whether it’s using chatbots to provide mortgage information or co-browsing to collaborate with customers, conversational banking strategies represent the basis of successful customer service. As long as there’s always the safety net of being able to speak to a human advisor when needed, incorporating digital tools can transform the customer experience.

Sales: chatbot and co-browsing for bank account opening

When a customer arrives on a high-intent page, a chatbot can begin onboarding, gauging interest in certain products, like a new bank account. An advisor can then take over via live chat before enabling co-browsing to enhance the conversation, collaborating with the customer to fill in forms.

Customer advice: chatbot + video chat for mortgage advice

Applying for a mortgage is a big deal and customers want sensitive advice and reassurance. A customer arriving on your mortgage page will be greeted by a bot who can ask if they want to speak to a specialist. If so, an advisor can then initiate a video call, allowing them to discuss questions face-to-face.

Customer support: text messaging for real-time support

Chatbot, live chat, and secure messaging apps provide personalized support in real-time. Bots can provide help with basic banking operations, such as paying a bill or transferring money. For more complex problems, the bot can transfer the customer to an advisor who will continue the conversation via live chat or secure messaging.

The Unblu Conversational layer

Leverages a bank’s existing technology and infrastructure

Fills in the gaps to integrate offline and online channels

Integrates each part of the customer journey seamlessly

Communicate & collaborate in one conversation space

Remain relevant for your customers

Clients want a trusted relationship they can count on for personal advice. Secure Messenger provides a secure space for these important online conversations between clients and advisors. Managers can stay in touch with clients with the natural, ongoing conversational style of texting. Messenger can be implemented as a stand-alone app or can be added into an existing app.

Make every conversation count

Unblu’s conversational interface can turn investment research efforts into a collaborative and helpful exchange. Instead of a client browsing and conducting research on their own, a relationship manager can proactively reach out, using one of Unblu’s conversational features.

Collaborate with them at any step

To enhance the conversation further, the advisor can share research with a client using the co-browsing feature. Together they can navigate through websites and documents. The advisor can answer questions in real time using messenger or video chat while providing the client with documents from multiple sources, all within the space of one conversation—and one click.

A smooth transition to human help

With Unblu, the pivot from self-service to an agent or relationship manager is simple. With one-click, the customer benefits from the convenience and efficiency of automated service and human help. With this hybrid style of conversing, interactions can improve satisfaction and loyalty.

More about Unblu and Conversational Banking