GROWING THE SOUTH-WEST | Mamma Mia! Meet your new home-loan assistant

Digital bank UBank is launching a digital home-loan application assistant, powered by artificial intelligence. Mia, short for My Interactive Agent, will begin taking customer questions late this month and aims to simplify loan applications.

Created in partnership with FaceMe, a provider of AI-powered digital humans for customer service, Mia represents a leap forward in chatbot technology and gives a digital face to UBank’s home loans.

“By bringing Mia to life, we’re giving customers a whole new way to interact with their online home-loan application and completely challenging the perception of a digital bank,” said UBank's chief executive LeeHatton.

Mia is a UBank team member with in-depth product knowledge and a cheeky personality – even using fun gifs and animations during her chats. Customers will speak directly to Mia via their desktop or mobile device to ask her questions about their home-loan application – anything from what’s a variable rate to what classifies as an expense.

Customers will be able to speak to Mia day and night, and she will answer more than 300 of the most common questions customers have, so they'll have a smarter experience. Her persona was crafted with the customer in mind – customers want to talk to someone smart, empathetic, trustworthy and who doesn’t use jargon.

Mia will complement UBank’s home-loan chatbot RoboChat and live chat with UBank advisors to help customers apply for a loan. To begin, Mia will be launched as a pilot to a selection of customers applying for a UBank loan, with the view of her engaging with every customer who wants help during their application.

“We’re partnering with technology leaders to build a diverse support ecosystem for our customers and this partnership with FaceMe is a great example,” said Hatton. “What we love about this opportunity with FaceMe is the chance to innovate in the digital space, staying true to our roots, but finding a new way to connect more deeply with our customers.”

FaceMe chief executive DannyTomsett said: “Our vision is to enable leading companies like UBank to create more meaningful and valuable experiences for customers.”