What’s New on Unblu

Discover the latest feature releases, improvements, and updates.

Unblu Spark 8 is here!

April 23, 2024

We’re excited to introduce the latest update to our digital engagement platform: Unblu Spark 8!

This release marks a significant step forward in enhancing the way your teams interact with customers, providing a more seamless and authentic experience, with new functionalities such as customer-centric view, outbound messaging, third-party messaging connectors, document collaboration, and enhanced UX for video and voice calls.

Read our blog post to learn more

Unblu on IBM Financial Services Cloud

Security & Compliance New

February 7, 2024

Unblu Spark is officially “IBM Cloud for Financial Services Validated”. For financial institutions relying on IBM’s dedicated cloud service, this partnership between Unblu and IBM empowers you to seamlessly integrate Unblu’s cutting-edge digital engagement platform into your operations, guaranteeing the highest standards of security, compliance, and resiliency.

Our robust platform has successfully undergone a rigorous security and compliance review, certifying that Unblu adheres to the industry’s most stringent standards. This validation ensures the utilization of the highest levels of encryption certification, delivering preventive and compensatory controls specifically designed for financial services regulatory workloads. With multi-architecture support and proactive, automated security measures, Unblu on IBM Financial Services Cloud provides an unparalleled level of protection for your sensitive data.

Elevate your customer interactions and operational efficiency with Unblu on IBM Financial Services Cloud.

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Interact with back-end services using the Bot Actions API

Conversational AI Integration

January 18, 2024

The Bot Actions API enables your customers to initiate actions within external systems directly through conversations in Unblu. When interacting with the Unblu bot, customers can now effortlessly initiate transactions or trigger processes within their banking platform, CRM system, and other solutions. For example:

  1. Provide your customers with real-time access to their account balances, enhancing their financial visibility and control.
  2. Enable users to easily update personal details, such as addresses and other information, seamlessly within the conversation.
  3. Facilitate transactional activities, allowing customers to complete financial operations without leaving the conversation.

At Unblu, we prioritize the security and privacy of your customer data. It’s essential to note that the Bot Actions API is exclusively associated with our intent-based bot. Integrations with other solutions, such as your Core Banking system, are distinct from the LLM integration of our Knowledge Bot. This ensures that customer data remains secure, with no transfer to the LLM through the Intent Bot and Core Banking System integration.

By leveraging the Bot Actions API, you empower your customers to effortlessly accomplish routine tasks with human-like assistance around the clock. This not only enhances user experience but also liberates your agents to focus on more impactful and complex conversations, ultimately boosting overall operational efficiency.

Technical Documentation
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Unblu Conversational AI offering on Microsoft Azure OpenAI

Conversational AI

December 7, 2023

Unblu now seamlessly integrates with Azure OpenAI, combining the innovation of OpenAI’s models with the robust security features of Microsoft Azure.

With Azure OpenAI, you can now benefit from regional availability in key business hubs such as Switzerland, France, Canada, USA, and the UK. This ensures that your organization has full control over data residency, offering peace of mind by preventing data from being processed in third countries, and maintaining compliance with regional and national regulations in data protection and privacy.

Moreover, Azure OpenAI ensures that your prompts (inputs), completions (outputs), embeddings, and training data will not be available to OpenAI or other customers, nor will they be used to improve OpenAI models or other third party services. Your fine-tuned Azure OpenAI models are available exclusively for your use.

Experience the power of conversational AI with the security and flexibility of Microsoft Azure through Unblu’s integration with Azure OpenAI.

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Schedule Unblu Conversations with your preferred calendar provider

Integration

NOVEMBER 30, 2023

In addition to our Outlook calendar integration, organizations leveraging Google Workspace can now benefit from our Google Calendar add-on to streamline the meeting scheduling process. This out-of-the-box integration empowers advisors to schedule Unblu conversations directly from Google Calendar.

The add-on allows for the easy inclusion of an Unblu link in meeting invites, providing both external and internal participants a secure channel to access and explore the full suite of Unblu feature, and benefits from our highly secured solution such as customer identification via online banking, flexible recording options, and our native call solution.

Whether it’s an ad-hoc meeting or recurring touchpoints with the clients, give your advisors the convenience of managing customer interactions in a centralized way and stay compliant with regulatory requirements.

Technical Documentation
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Trigger workflows and actions in other platforms using the Unblu custom action API

Integration

NOVEMBER 8, 2023

Our custom action API is designed to effortlessly initiate workflows and execute actions directly from Unblu across key platforms, such as CRM, core banking systems, and e-signature solutions.

This feature offers three types of custom actions:

  1. Trigger an action from the conversation level. For example, equip your agents with a one-click button inside the Agent Desk to select and send documents to the visitor, while managing the document in a centralized repository such as your existing Enterprise Content Management solution.
  2. Trigger an action based on the participant’s information. For example, you could add a button on the Unblu agent desk for the agents to open a participant’s portfolio in their CRM application.
  3. Trigger an action from a message in a conversation. For example, relationship managers can begin an electronic signature process from a file uploaded into the conversation.

Experience the enhanced efficiency and precision our custom action API offers, ensuring a more seamless and streamlined workflow for your team.

Technical Documentation
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Brandable agent mobile app

Secure Messenger Voice & Video

NOVEMBER 8, 2023

Facilitate seamless communication between advisors and clients with Unblu’s brandable mobile app.

Key Features:

Intuitive in-app calling and texting
Empower your advisors with an easy-to-use app that provides an intuitive in-app calling or texting experience.

Out-of-the-box convenience
Our brandable mobile app is readily available for both iOS and Android platforms, requiring no additional development or maintenance efforts on your end. We also take care of the app listing process on app stores.

Tailored to your brand
Unblu understands the importance of maintaining a consistent brand image. We will collaborate with you to match the app’s design to your branding, ensuring a seamless extension of your institution’s identity.

Compliance at your fingertips
Our mobile app is designed to keep your advisors connected with clients on-the-go while ensuring full compliance with industry regulations.

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Integrate Unblu into MS Teams for agents and advisors

Integration

NOVEMBER 1, 2023

You can now integrate the Unblu agent desk into MS teams. Do your agents prefer MS Teams? Retain the familiar interface for internal and customer communications – with the added power of Unblu.

The Unblu MS Teams integration ensures access to a centralized platform to securely address customer requests. Benefit from Unblu’s Live Chat, voice & video calls, and next-level Co-Browsing collaboration capabilities to provide a superior support experience.

Consolidate notifications into one channel and never miss a message or call from the customers.

More details
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Maximize Live Chat efficiency with our agent Bot Sidekick

Conversational AI

OCTOBER 25, 2023

Empower your agents and advisors with swift access to your organization’s knowledge base.

The Unblu Bot Sidekick blurs the line between Conversational AI and Live Chat. By offering human agents AI-generated suggested responses, agents can boost their efficiency and maximize resolutions.

Here’s how it works.

  1. An agent or advisor receives a query or request.
  2. A scanning process automatically begins.
  3. The instant support allows agents or advisors to reduce the average handling time – and increase their first contact resolution rate.

See the demo
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File Upload Interceptor API

Security & Compliance

OCTOBER 18, 2023

The new file upload interceptor API builds on Unblu’s track record of proactive security measures. Used alongside our existing message interceptor, you can perform virus scanning and other security checks to protect the system and users from potential harmful files.

Here’s how it works.

  1. A document is uploaded to a conversation.
  2. A scanning process automatically begins.
  3. Any files that may contain viruses, malware or other malicious content are identified and rejected.

The upload interceptor API also allows you to scan and reject documents containing sensitive information to remain compliant with your industry or jurisdiction’s legal requirements – while reducing the risk of users sharing compromised files.

Learn more

Reply to a message in-thread

Live Chat Secure Messenger

OCTOBER 11, 2023

Never miss a beat. Visitors and agents can reply to specific in-thread Unblu messages. Keep on top of parallel conversations without losing context.

Integrate Unblu into Salesforce to augment calls and chats

Integration

OCTOBER 4, 2023

Unblu’s out-of-the-box app for Salesforce is published on the AppExchange.

Enhance your customer and agent experience:

  • Provide agents with visual context on Salesforce chat during customer interactions.
  • Augment existing phone calls while allowing agents to stay on relevant pages in Salesforce and benefit from the 360 degree view of the customer.
  • Synchronize Unblu data with Salesforce – and store all communication history in a centralized repository.

Leverage Co-Browsing in Salesforce

Enrich your existing channels with Co-Browsing and video calls to reduce chat and call handling time and increase conversion rates.

View our AppExchange listing
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Using different bot personas to provide a more humanized service

Conversational AI

SEPTEMBER 27, 2023

Define your bot’s tone and personality using our Conversational AI Bot Persona feature.

Particular customer demographics have common requests, traits, and preferences. Speak their language by developing a bot persona that boosts engagement and satisfaction.

Whether it is solution-oriented, trust-inspiring, or easy going and friendly, match your organization’s branding strategy to provide accurate responses in the right tone and language.

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Join conversations using phone numbers with our SIP Dial-In

Voice & Video

SEPTEMBER 27, 2023

Internet connectivity issues happen, but that doesn’t mean the scheduled meeting or ad-hoc voice or video call should end.

With SIP Dial-In, agents and visitors can join the session using a phone number and keep the conversation flowing.

  • No internet connection? Use a public dial-in number to join the conversation.
  • Want to keep the video or Co-Browsing sessions going? Join the conversation using a personal dial-in number just for the audio.
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Conversational AI Integration Live Chat Secure Messenger Security & Compliance Voice & Video New