Backbase has entered a strategic partnership with Unblu, a firm specialising in conversational engagement for financial institutions.

The collaboration aims to address a persistent challenge in digital banking: how to balance efficient self-service with access to human support when customers need guidance.

The joint solution integrates Unblu’s Conversational Engagement Platform, including live chat, voice and video calls, co-browsing, and AI-driven chatbots, directly into the Backbase platform.

This allows customers to move from digital self-service to human assistance within the same journey.

Bank staff, including relationship managers and frontline service teams, gain full visibility of customer interactions, enabling more informed support while maintaining compliance and security requirements.

“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.”

“We’re excited to partner with Backbase to help financial institutions deliver the kind of personal, frictionless customer experiences today’s users expect,”

said Jens Rabe, Co-CEO at Unblu.

“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 partnership also provides a unified employee workbench that connects capabilities previously spread across different systems.

Staff can engage customers through case management, advisory services, or general support, with tools that streamline interactions, automate routine tasks, and surface real-time insights.

The combined offering supports use cases such as digital onboarding, video-enabled wealth consultations, AI-supported customer service, and hybrid branch environments where advisers interact with clients both remotely and onsite.

The pre-integrated solution is expected to be available to Backbase customers globally in early 2026, with institutions able to deploy the full suite or select specific Unblu features according to their needs.

Featured image credit: Edited by Fintech News Switzerland, based on image by Trend2023 via Freepik