Lee Hatton, UBank CEO

Australian digital lender UBank has launched a ‘digital human’ home loan application assistant.
Mia is a chatbot designed to answer questions on any aspect of a home loan application. She helps to simplify the customer experience by giving on-the-spot answers to a range of the most commonly asked questions during the home loan application, said UBank.
“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 Lee Hatton, UBank CEO.
She said Mia was created in collaboration with AI software developer FaceMe with the idea of offering an emotionally connected experience for customers making important life decisions.
Powered by artificial intelligence, Mia can answer home loan questions via a mobile or laptop.
UBank has also developed RoboChat, Australia’s first chatbot to help customers with their home loan applications, and RoboBrain, a one-stop portal of information for our team, both of which helped to pave the way for Mia, it said.
Built with IBM Watson, RoboChat is programmed to learn as more customers engage with it, becoming smarter and more user-friendly over time. It was designed to work with UBank’s live chat functionality offered on the bank’s site.

by Guy Matthews
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