Unblu for Customer Service
Deliver fast, visual, and human support in every digital journey.
Digital Support Journeys with Temenos Digital
Unblu provides a pre-built, out-of-the-box integration with Temenos Digital web and mobile platforms, designed specifically for the financial services industry to reduce friction, journey abandonment, and operational costs. By embedding instant help directly into the digital experience, banks can resolve issues on the first contact, increasing customers’ willingness to deepen their financial relationships. The platform unites AI Agents and human support in a secure environment, providing agents with the full context of the customer’s journey to deliver fast, personalized, and cost-efficient service.
Main Use Cases
Optimizing Operational Efficiency and Cost-to-Serve
Call centers often suffer from capacity overload because too many customers rely on expensive traditional channels. Unblu helps banks do more with less by shifting volume to digital channels, where AI Agent can handle up to 75% of inquiries without human intervention – or by augmenting physical branch channels with remote support.
Reducing Digital Journey Abandonment
Customers often drop out of digital processes when they get stuck or cannot find help. Unblu reduces this friction by embedding visual guidance directly in the journey, leading to a reported 40% reduction in process time and significantly higher completion rates.
Resolving “Troubleshooting Blindness”
Support is often slow and error-prone because agents cannot see what the customer sees on their screen. By using Co-Browsing and Co-Apping, agents can guide customers step-by-step visually, which has led to a 20% reduction in Average Handling Time (AHT) for complex cases.
Capturing Cross-Sell Opportunities in Service
Service interactions are often treated as one-off support cases, meaning relevant product opportunities often go unaddressed. With Unblu, support can escalate cross-sell opportunities to sales directly from the same conversation with full context. This approach has resulted in a 74% cross-sell success rate during assisted journeys, compared to just 10% in self-service.
Key features
AI Agent
Provides 24/7 assistance on both public and authenticated channels, handling common inquiries and guiding users through processes. It handles repetitive requests and escalates smoothly to human support only when needed, preserving the full conversation history.
Mobile Co-Apping and Co-Browsing
Agents can visually assist customers directly inside the Temenos mobile app or web portal without requiring any downloads. Sensitive data is automatically masked to ensure full privacy and compliance during the session.
Unified Agent Desk
Agents manage all chat, voice, and video interactions – including third-party channels like WhatsApp and SMS – from a single, intelligent workspace. This eliminates tool switching and ensures consistent service quality across all touchpoints.
360° Customer View & AI Summaries:
Agents have instant access to the customer’s profile, full interaction history, and AI-generated suggested responses and conversation summaries. This ensures that agents get up to speed instantly, making follow-ups and transfers faster without forcing customers to repeat details.