UBank’s RoboChat: Australia’s First Virtual Assistant

UBank's RoboChat: Australia's First Virtual Assistant

RoboChat was launched by UBank to help people to buy homes and refinancers to apply for home loans easily. This virtual assistant is the first of its kind in Australia. This assistant helps the customer as they make their home loan applications. It basically guides the customers so that they have an easy time as they apply for home loans. RoboChat also helps by giving real-time answers to customers’ questions. This helps a lot to reduce the time it takes for a customer to complete a form. The on-the-spot help offered makes the loan application process friendly and more engaging. UBank aims to make it smarter and user-friendly as more and more customer engage with it. RoboChat was built on top of IBM’s Watson AI.

UBank website already offered live chat support to the customers. RoboChat joins the existing live chat functionality to make it better and more useful to the customers. It utilizes natural language to answer customers’ questions. It has been built to respond to 40 core questions related to home loans and hundreds of other related topics. Any customer who begins the loan application process is likely to get all their the questions answered thanks to RoboChat.

Furthermore, RoboChat collects information from customers based on the questions they ask while applying for a loan. The system has been thoroughly analyzed and tested by IBM with the aim of ensuring that customer gets the most relevant answers efficiently. UBank aims to make the home loan application process as efficient and as enjoyable as possible. RoboChat has been made to mimic what an actual human would do. It even has a sense of humor. According to Lee Hatton, the CEO of UBank, it will only take a few minutes for customers to complete the whole loan application process if he/she has all the paperwork. In addition, he said, the size of local service team remains the same and is committed to providing the best service to customers.

RoboChat is still relatively new but works very well nonetheless. It responds promptly with relevant answers when a customer asks a question. It always delivers detailed and useful replies. It doesn’t like it when customers try to speak to it like robots. It prefers natural language questions rather than keyword-based question that people usually use when looking for information from search engines. Questions that do not sound natural may lead to a failure in response.

The first version of RoboChat was made after only eight weeks. Both IBM and UBank acknowledge the fact that they have so much to do to make it as efficient and as effective as possible. They revealed there is a lot of work that is being done to ensure customer interactions with RoboChat are as natural as possible.

RoboChat provides customer support 24/7. This means that Customers who wish to apply for a home loan can go to UBank’s website at any time of the day or week and get the support they need.

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