Backbase, Unblu team up for AI-enhanced human banking

By Vriti Gothi

Backbase, a provider of AI-powered banking solutions, has partnered with Unblu, a specialist in conversational engagement for financial institutions. The collaboration aims to bridge the gap between digital convenience and human trust in banking experiences.

The partnership integrates Unblu’s Conversational Engagement Platform including live chat, voice and video calls, co-browsing, and AI-powered chatbots—directly into Backbase’s banking platform. This allows customers to transition seamlessly between self-service and human-assisted interactions, while bank employees gain a unified view of customer context across all channels.

“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.”

Jens Rabe, Co-CEO at Unblu, added, “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.”

The integration aims to enhance key banking functions: onboarding and account opening, wealth management consultations, customer service, and hybrid branch operations. Employees can automate routine tasks and access real-time insights while maintaining full regulatory compliance across channels.

The partnership responds to a growing challenge in the financial sector: customers increasingly expect fast, digital-first experiences but continue to value personal guidance for complex financial decisions. Banks that can combine both stand to strengthen loyalty and deepen relationships.

By delivering a unified employee workbench and AI-enhanced customer interactions, the Backbase-Unblu collaboration positions financial institutions to offer seamless, human-connected digital banking without compromising compliance or operational efficiency.