Backbase, the leader in AI-powered banking, announces a strategic partnership with Unblu, a pioneer in conversational engagement for financial institutions.
Together, they're solving a critical challenge: transforming digital banking from a self-service utility into a trusted, human-connected experience.
The partnership addresses a fundamental tension in modern banking. Customers expect seamless digital experiences, yet they value personal guidance for key financial moments. Banks that deliver only self-service lose relationships, while those that deliver both efficiency and human connection win loyalty.
Human-digital engagement that builds trust
The joint solution brings Unblu's Conversational Engagement Platform - live chat, voice and video calling, co-browsing, and AI-powered chatbots - natively into Backbase's banking platform.
The result: customers move effortlessly from digital self-service to human-assisted interactions within a single journey, while relationship managers, case workers, and frontline service agents gain complete customer context to serve them better. At the same time, banks maintain compliance and security standards across every channel.
"Digital banking should never come at the expense of human connection," said Mayank Somaiya, Global VP of Marketplace at Backbase. "By embedding Unblu's collaboration tools into our ecosystem, banks can deliver effortless transitions from automated service to expert guidance, helping customers feel supported throughout their digital journey."
"We're excited to partner with Backbase to help financial institutions deliver the kind of personal, frictionless customer experiences today's users expect," said Jens Rabe, Co-CEO at Unblu. "By bringing our digital interaction tools directly into the Backbase platform, we're enabling banks to build deeper relationships while maintaining the compliance and security standards they can't compromise on."
Unified employee workbench for better banking
The partnership delivers a unified employee workbench that connects previously isolated capabilities across the bank's tech stack. Whether serving customers through case management, relationship management, or frontline service, bank employees get:
Seamless human-digital interaction
Customers complete digital journeys independently or connect instantly with bank employees via live chat, voice, video, or co-browsing - all within the Backbase platform. No siloed apps. No broken experiences.
AI-enhanced productivity
The partnership allows employees to automate routine tasks and surface real-time insights, freeing up time to focus on meaningful conversations. Built on Backbase's unified data foundation, advisors see complete customer context for every interaction.
Consistent, compliant engagement
Whether online, mobile, or in-branch, customers experience the same seamless service. Banks maintain full regulatory compliance with encrypted communications, audit trails, and data residency controls built in.
The partnership unlocks immediate value across multiple use cases:
Onboarding and account opening: Customers complete digital applications and connect instantly with bank employees for verification or guidance via live chat, video, or co-browsing.
Wealth management: Relationship managers conduct video consultations and collaborative financial planning sessions directly within the banking experience.
Customer service: AI chatbots handle common questions and route complex cases to human agents without losing context.
Hybrid branch experience: Transform branches into digital-enabled service hubs where advisors interact with clients remotely and in person.
Available now
The pre-integrated solution will be available early in 2026 to Backbase customers worldwide. Financial institutions can deploy the complete suite or select specific Unblu capabilities based on their priorities.