UBank debuts AI-powered digital human for home loan applications

New 'Mia' agent is the third example of artificial intelligence in the banking group's customer engagement and service efforts

UBank has launched its third artificial intelligence-based customer assistance offering and what it claims is the first digital human home loan application assistant.

Dubbed ‘Mia’, short for my interactive agent, the new offering is built on digital human technology created by New Zealand company, FaceMe. It taps into IBM’s Watson AI engine and designed to help consumers answer real-time questions during the home loan application process.

Mia is designed to answer at least 300 common questions posted by customers about home loan applications. These could range, for example, from ‘what’s your current variable rate?’ to ‘what is classified as an expense?’.

Mia will be available online for a select group of UBank customers from later this month both online and via mobile devices. The digital avatar is being described as both smart and cheeky, with several jokes up her sleeve.

“By bringing Mia to life, we’re giving customer a whole new way to interact with their online home loan application and completely challenging the perception of a digital bank,” UBank CEO, Lee Hatton said.

Mia’s launch builds off the back of RoboChat, Ubank’s first chatbot aimed at helping customers with the home loan application process. The NAB subsidiary said its work on a one-stop information portal, RoboBrain, which launched last March, was another key step forward that paved the way for the debut of Mia in February.

The AI engine learns off search terms used, ratings applied, and via ongoing training with UBank experts. According to the banking group, 80 per cent of customers have said they’re happy to use RoboChat, with the technology answering more than 50,000 questions to date, or 86 questions daily since launch.

“We’re partnering with technology leaders all the time to build a diverse support ecosystem for our customers, and this partnership with FaceMe is a great example of this,” Hatton continued. “What we love about this opportunity with FaceMe is the change to innovate in the digital space.”

One of FaceMe’s other high-profile trials to date is Vai, a virtual assistant interface trialled by Auckland International Airport and aimed at taking some of the security screening load of officers during peak times by conducting simple biosecurity questions. It’s also the company behind a new digital human interface being built for Vodafone New Zealand aimed at again helping consumers with self-service support.  

“Our Vision is to enable leading companies like UBank to create more meaningful and valuable experiences for their customers,” said FaceMe CEO, Danny Tomsett. “Mia offers an emotionally connected experience for servicing customers making an exciting and important life decision.”

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu 

 

 

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

3 ways to leverage the talents of your team to avoid disruption

​According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.

Gihan Perera

Futurist, leadership consultant

CMOs, it’s time to stop squandering customer attention

Businesses continue to highly value the attention they buy through paid media, yet at the same time, many continue to disregard and under-value opportunities to connect with customers using their owned media.

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

Read more

Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

Read more

The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

Read more

Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...

Holly Smith

Adidas taps data and technology smarts to build personalised digital engagement with consumers

Read more

clearly someone who's jealous and only comments from the safety of being behind their keyboard

Peter Sibson

The purpose of purpose - Brand science - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in