Home Market UBank, FaceMe claim ‘world first’ digital home loan assistant
UBank digital loan assistant Mia UBank digital loan assistant Mia Featured

Australian digital bank UBank says its “world first” digital home loan application assistant, powered by artificial intelligence, will be available in Australia for the first time in late February.

UBank says Mia — short for My Interactive Agent — will begin taking customer questions in late February, with the aim of creating a “smarter, simpler home loan application experience”.

Created in partnership with FaceMe, a provider of AI-powered ‘digital humans’ for customer service, UBank says Mia represents a leap forward in chatbot technology and gives a digital face to its home loan experience.

“By bringing Mia to life, we’re giving customers a whole new way to interact with their online home loan application and completely challenging the perception of a digital bank,” said UBank chief executive Lee Hatton.

UBank boats that Mia is the “ultimate UBank team member with in-depth product knowledge and a cheeky personality – even using fun gifs and animations during her chats”.

The bank says customers will speak directly to Mia via their desktop or mobile device to ask her questions about the home loan application – anything from what’s a variable rate to what classifies as an expense.

And, UBank says customers will be able to speak to Mia day and night, and she will answer more than 300 of the most common questions customers have about the home loan application journey, “so they will have a smarter, more connected experience”.

The bank says the Mia persona was crafted with the customer in mind – “they want to talk to someone smart, empathetic, trustworthy and someone that doesn’t use bank jargon”.

According to UBank, Mia will complement the bank’s home loan chatbot, RoboChat, and the Live Chat experience with UBank’s advisers, to help customers apply for a home loan.

Ubank says to begin, Mia will be launched as a pilot to a selection of customers applying for a UBank home loan, with the view of her engaging with every customer who wants help during the application process.

“We’re partnering with technology leaders all the time to build a diverse support ecosystem for our customers, and this partnership with FaceMe is a great example of this,” said Hatton.

“What we love about this opportunity with FaceMe is the chance to innovate in the digital space, staying true to our roots, but finding a new way to connect more deeply with our customers. It also helps that the FaceMe team is an awesome group of Kiwis.”

FaceMe chief executive Danny Tomsett said: “Our vision is to enable leading companies like UBank to create more meaningful and valuable experiences for their customers. Mia offers an emotionally connected experience for servicing customers making an exciting and important life decision. We are very excited about the opportunity to work with UBank and further validate the evolution of digital customer experience.”

Mia is the third AI-enabled project from UBank, following the 2017 introduction of RoboChat, claimed as Australia’s first chatbot to help customers with their home loan applications, and the 2018 roll out of RoboBrain, a one-stop portal of valuable information.

According to UBank, to date, AI-driven projects have been well received with four in five customers saying they’re happy to use RoboChat – and RoboChat has also answered more than 50,000 questions to date, roughly 86 questions per day since launch.

FREE SEMINAR

Site24x7 Seminars

Deliver Better User Experience in Today's Era of Digital Transformation

Some IT problems are better solved from the cloud

Join us as we discuss how DevOps in combination with AIOps can assure a seamless user experience, and assist you in monitoring all your individual IT components—including your websites, services, network infrastructure, and private or public clouds—from a single, cloud-based dashboard.

Sydney 7th May 2019

Melbourne 09 May 2019

Don’t miss out! Register Today!

REGISTER HERE!

LEARN HOW TO REDUCE YOUR RISK OF A CYBER ATTACK

Australia is a cyber espionage hot spot.

As we automate, script and move to the cloud, more and more businesses are reliant on infrastructure that has the high potential to be exposed to risk.

It only takes one awry email to expose an accounts’ payable process, and for cyber attackers to cost a business thousands of dollars.

In the free white paper ‘6 Steps to Improve your Business Cyber Security’ you’ll learn some simple steps you should be taking to prevent devastating and malicious cyber attacks from destroying your business.

Cyber security can no longer be ignored, in this white paper you’ll learn:

· How does business security get breached?
· What can it cost to get it wrong?
· 6 actionable tips

DOWNLOAD NOW!

Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

 

Popular News

 

Telecommunications

 

Guest Opinion

 

Sponsored News

 

 

 

 

Connect