Live Chat
Live support for banking customers
Secure, AI-augmented Live Chat for real-time banking conversations.
See Live Chat in action
AI-powered efficiency
Scale support and reduce wait times by automating routine tasks, freeing your experts to focus on the high-touch moments that require human empathy.
Automated instant resolution
Resolve up to 80% of routine queries instantly with a 24/7 AI agent, then hand off seamlessly to a human agent for the high-value, complex moments that matter most.
Boost agent productivity
Accelerate resolution times by equipping agents with AI-driven suggestions and instant insights, ensuring no customer is left waiting for an answer.
Live text translation
Increase agent confidence and customer satisfaction with real-time, multilingual translation across 30+ languages, ensuring every interaction is clear regardless of language.
Enhanced digital communication
Empower agents and satisfy customers with intuitive messaging tools that make every interaction clear, personal, and secure for faster resolution.
Expressive interaction tools
Eliminate miscommunication and boost engagement using rich text, threaded replies, and reactions to make every customer interaction clear and human.
Secure file exchange
Maintain momentum and ensure data safety by exchanging sensitive documents directly within the chat, removing the need for risky, external channels.
Convenient voice messaging
Add a personal touch and save customer effort by allowing them to send voice messages, ensuring clarity and speed when typing isn't an option.
Unified brand experience
Build trust and eliminate journey friction by delivering a consistent, fully branded, omnichannel messaging experience across every digital customer touchpoint.
Reinforce brand trust
Ensure a seamless customer experience by aligning your chat interface with your brand identity across your website, client portal, and mobile app.
Seamless channel elevation
Resolve complex retail queries faster and reduce customer effort by transitioning instantly from Live Chat to a secure video chat or voice call.
Integrated visual resolution
Empower agents to resolve any roadblock by elevating Live Chat to Co-Browsing or Document Collaboration for high-touch, real-time guidance.
Drive superior agent outcomes
Ensure every retail customer gets expert help by allowing agents to collaborate internally and share context without disrupting the chat journey.
Instant expert collaboration
Resolve complex issues in one session by inviting specialists or forwarding chats to the right team without losing momentum or client context.
Real-time advisor coaching
Improve service quality and agent confidence with supervisor assistance and hidden participation, providing support without interrupting the client.
Complete journey visibility
Give agents full context with a complete view of previous chat history and conversation summaries, so every client gets a continuous, personalized experience.
Efficiency impacts profitability
“We are going to combine two different things. AI with HI that I’m going to call ‘human intelligence’. And the goal for us is to deliver a new banking experience.”
Security and compliance at the core
Ensure security, privacy, and regulatory compliance on every communication channel and interaction, backed by ISO 27001:2022 and SOC 2 Type 2 certification.
Message and file interceptor
Benefit from seamless integrations with external DLP applications to detect and prevent sensitive or restricted content before it enters the chat.
Secured access control
Granular permissions ensure compliance by restricting access based on role and conversation sensitivity.
Accessible chat tools
Make Live Chat fully accessible for all users, and be compliant with Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards.
Customer identification
Verify clients using e-banking or wealth portal authentication, with instant confirmation on the Agent Desk. Essential features that align with your tech stack.
How is Unblu different
Feature/criteria
Unblu
Live Chat
Generic live chat (Zendesk, Intercom, Drift)
Identity verification
Clients verified via e-banking or wealth portal authentication
No banking-grade identity check
Escalation
One click to secure video chat, voice, or Co-Browsing
Limited or no native escalation to a visual channel
Compliance recording
Full session recording and audit trail
Consumer-grade, limited financial-compliance controls
Data residency
Unblu Financial Cloud, Swiss sovereign cloud, or on-premise
Vendor cloud
Limited residency control
Sensitive content control
DLP interceptor screens files and messages before they enter the chat
Not built for regulated data handling
Banking integrations
Core banking and CRM, such as Avaloq, Backbase, Salesforce
N/A
Unblu Secure Messenger
Data compliance (GDPR, FINRA, MiFID II, HIPAA, etc.)
Fully compliant with financial regulations; audit-ready
Data ownership & hosting
Hosted in secure, enterprise-grade environments; banks keep data ownership
Archiving& audit grails
Full message archiving, audit logs
Encryption
End-to-end encryption + enterprise key management
Integration with enterprise systems (CRM, core banking, contact center)
Native integration with banking workflows
Integration with popular messaging apps
Allows for the use of popular apps (i.e. WhatsApp, Signal, etc.) with full Secure Messenger benefits
User authentication
Secure SSO from banking portal/online banking
White-label & Branding
Fully customizable, white-label for financial institutions
Support for regulated Industries
Built for banking, insurance
Message retention policies
Configurable by enterprise for compliance
Customer engagement features
Co-Apping/Co-Browsing/ Document Collaboration, secure file sharing, escalation to Video & Voice
Availability across devices
Built for desktop and mobile collaboration
Generic messaging apps (WhatsApp, Signal, Facebook Messenger, etc.)
Data compliance (GDPR, FINRA, MiFID II, HIPAA, etc.)
Not designed for enterprise compliance; limited logging or auditing
Data ownership & hosting
Data controlled by third-party providers; limited control
Archiving& audit grails
No native archiving; third-party tools required
Encryption
End-to-end encryption (Signal/WhatsApp);
not enterprise-controlled
Integration with enterprise systems (CRM, core banking, contact center)
No native integration; APIs limited or unavailable
Integration with popular messaging apps
N/A
User authentication
Relies on phone numbers or social accounts
White-label & Branding
No customization beyond profile picture + basic information
Support for regulated Industries
Not certified for regulated industries
Message retention policies
Limited or no retention controls
Customer engagement features
Basic file sharing, no Co-Apping/ Document Collaboration or advanced engagement
Availability across devices
Not built for collaboration purposes
Frequently asked questions
Which live chat software integrates with CRM and core banking systems?
Unblu Live Chat integrates with the Customer Relationship Management (CRM) and core banking platforms banks already run, such as Avaloq, Backbase, and Salesforce, syncing conversation data and triggering automated actions through APIs, Webhooks, and Bot Actions APIs. This lets a Live Chat conversation update a customer record or kick off a workflow in the bank's existing systems without manual re-entry, keeping the agent inside one connected workspace.
How does live chat software compare to other customer support channels like email or phone?
Live chat resolves queries faster than email, since it's synchronous, and lets an agent share visual context a phone call can't. Unlike a phone call, a Live Chat conversation logs a full text record automatically, useful for compliance and dispute resolution, and can escalate instantly to secure video or Co-Browsing when a query needs a richer channel. Email, by contrast, adds hours or days of back-and-forth for anything requiring clarification or a document exchange.
What features should I look for in live chat software?
For a regulated industry like banking, look beyond basic messaging to identity verification, compliance recording, and data residency controls. Unblu Live Chat verifies clients through e-banking authentication, screens messages and files through a DLP interceptor before they reach the chat, and stores data in the Unblu Financial Cloud, a Swiss sovereign cloud, or on-premise. One-click escalation to Video & Voice or Co-Browsing is also essential for resolving complex queries without switching tools.
Which businesses benefit most from using live chat software?
Banks, wealth managers, insurers, and other regulated financial institutions benefit most from a live chat platform built specifically for their compliance requirements, rather than a generic customer-support tool. Unblu Live Chat is designed for organizations that need identity-verified conversations, full audit trails, and the ability to escalate from chat to a secure voice or video call, unlike consumer-grade tools built for e-commerce or general SaaS support.
What is live chat software and how does it work?
Live chat software lets banks and financial institutions have real-time, text-based conversations with customers directly inside a website, e-banking portal, or mobile app. Unblu Live Chat pairs this with banking-specific requirements: clients are verified through existing e-banking or wealth portal authentication, conversations can be recorded for compliance, and an agent can escalate instantly to secure video or Co-Browsing without losing context. AI handles routine queries automatically, resolving up to 80% of them before a human agent is needed.
