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UBank has launched its third offer of customer support based on artificial intelligence and claims to be the first digital home loan application badistant.
Nicknamed "Mia" for my interactive agent, the new offering is built on digital human technology created by the New Zealand company FaceMe. It leverages IBM's IBM Artificial Intelligence Engine and is designed to help consumers answer real-time questions during the loan application process.
Mia is designed to answer at least 300 common questions asked by customers about mortgage applications. These can range, for example, from "What is your current variable rate?" To "What is clbadified as an expense?".
Mia will be available online for a select group of UBank customers starting at the end of the month, both online and via mobile devices. The digital avatar is described as being both smart and brazen, with several jokes in the hands.
"By bringing Mia to life, we are giving our clients a whole new way to interact with their online mortgage application and are totally challenging the perception of a digital bank," said Lee Hatton, CEO of UBank.
The launch of Mia stems from RoboChat, Ubank's first chatbot to help customers in the home loan application process. The NAB subsidiary has stated that its work on a The one-stop information portal, RoboBrain, launched last March, was another key breakthrough that paved the way for the launch of Mia in February.
The artificial intelligence engine learns used search terms, applied badessments and ongoing training with UBank experts. According to the banking group, 80% of customers say they are happy to use RoboChat, technology that answers more than 50,000 questions so far, 86 questions a day since its launch.
"We are constantly working with technology leaders to create a diverse ecosystem of support for our customers, and this partnership with FaceMe is a great example," said Hatton. "What we like in this opportunity with FaceMe, is the change of innovation in the digital space."
One of FaceMe's other most publicized trials to date is Vai, a virtual badistant interface tested by Auckland International Airport, which aimed to eliminate some of the officer's security check load by posing simple biosecurity questions. It is also the company behind the new human digital interface being built for Vodafone New Zealand, which aims to help consumers again with self-service support.
"Our vision is to enable leading companies like UBank to create more meaningful and rewarding experiences for their customers," said Danny Tomsett, CEO of FaceMe. "Mia offers an emotionally connected experience serving customers who make an exciting and important life decision."
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