UBank Collaborates With FaceMe to Launch World's First 'Digital Human' Home Loan Application Assistant

Banking , Infrastructure
13.02.2019 06:59 am

UBank has announced customers will soon have access to the world's first digital home loan application assistant, powered by artificial intelligence (AI). Mia, short for My Interactive Agent, will begin taking customer questions in late February 2019, and aims to create a smarter, simpler home loan application experience.

UBank CEO Lee Hatton and FaceMe CEO Danny Tomsett will be on stage at IBM Think 2019 sharing about Mia who makes use of both IBM Watson and Cloud technologies.

Created in partnership with FaceMe, a leading provider of AI-powered 'digital humans' for customer service, Mia represents a leap forward in chatbot technology and gives a digital face to UBank's 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 CEO Lee Hatton.

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. Her 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.

Mia will complement UBank's home loan chatbot, RoboChat, and the Live Chat experience with UBank's advisors, to help customers apply for a home loan. To begin, Mia will be launched as a pilot to a selection of customers applying for a UBank home, with the view of her engaging with every customer who wants help during the application process.

FaceMe's CEO 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."