AI-enabled banking provider Backbase has entered into a strategic collaboration with Unblu, aiming to make digital banking a human-connected experience.
By working together, Backbase and Unblu intend to address the current issues in modern banking, as customers expect simplified digital experiences while valuing personal guidance. Banks that provide only self-service tend to see a drop in relationships, while those that offer both efficiency and human connection gain loyalty from their users.
Scaling trust through human-digital engagement
The partnership allows Unblu to natively integrate its Conversational Engagement Platform, which includes live chat, voice and video calling, co-browsing, and AI-enabled chatbots, with Backbase’s banking platform.
This is set to result in customers being able to switch from digital self-service to human-assisted interactions within a single journey. At the same time, relationship managers, case workers, and frontline service agents receive a complete customer context, facilitating an improvement in how they serve their clients. Additionally, banks can maintain compliance with regulatory requirements and security standards across every channel.
Furthermore, as part of the collaboration, Backbase and Unblu will also bring a unified employee workbench that links previously isolated capabilities across the financial institution’s tech stack. Regardless of whether they are serving customers through case management, relationship management, or frontline services, employees are set to benefit from simplified human-digital interaction, AI-improved productivity, and consistent engagement.
Among the use cases that the partnership focuses on, Backbase and Unblu underline:
- Onboarding and account opening, with customers completing digital applications and connecting with bank employees efficiently for verification or guidance through live chat, video, or co-browsing;
- Wealth management, as relationship managers can conduct video consultations and collaborative financial planning sessions directly within the banking environment;
- Customer service, with AI chatbots managing common questions and routing the more complex cases to human agents;
- Hybrid branch experience, enabling financial institutions to switch branches to digital-enabled service hubs where advisors can interact with clients both in person and remotely.
According to the official press release, the pre-integrated solution is set to be available at the beginning of 2026 to Backbase customers across the globe. Based on their priorities, financial institutions will be able to deploy the entire suite or select specific Unblu capabilities.
