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The Advisor Workbench within the Unblu platform is a gamechanger for financial advisors in retail banking or wealth management contexts.
But it is also a powerful platform for customer service agents.
To put it simply, the Workbench is a centralized communications hub where agents or financial advisors can get an overview of all customer interactions. It is essentially the “home page” for customer interactions where agents and advisors catch up on the previous day, plan for the future, or just generally keep on top of things.
But the reason that the Advisor Workbench is so powerful is because it gives immediate access to a range of other AI tools and broader capabilities that ensure exactly what you need is entirely at your fingertips.
From intelligent automation to seamless collaboration features, these tools are redefining operational efficiency in modern retail banking, helping streamline workflows, reduce repetitive tasks, and enhance client engagement.
What do we mean by operational efficiency?
Operational efficiency in retail banking can cover a lot of ground. With digital transformation, everything from risk management and regulatory compliance to other data analytics, fraud detection, and other banking processes can come under the umbrella of operational efficiency.
However, when it comes to the retail banking agents in financial institutions, the most important operational efficiency requirements revolve around customer experience.
From customer acquisition to ongoing customer support, achieving a strong efficiency ratio and workflow automation has a direct impact on customer satisfaction.
And this can only be achieved through high-level operational efficiency.
Industry overview: The Advisor Workbench in context
We have spoken in detail about the trends that retail banks need to look out for in 2025. Our post on the subject covers the broader political context, the rise of Generative AI, new customer preferences, trends and more.
But when it comes to actual customer service agents or financial advisors working in a retail environment, there is one ongoing challenge that they face – maintaining productivity.
Whether delivering consistent, positive customer experiences on an ongoing basis or dealing with surges in customer support needs (i.e. during platform migrations or crises situations), having the right tools is essential to achieve your overarching strategic needs.
The long and short of it is, agents or advisors must have a robust platform that is able to fully manage the complex, evolving, and time-sensitive needs of today’s customer base.
Time to spare: How our tools help
The below Generative AI tools are available on the Unblu platform. Overall, these tools have been specifically designed to help agents and advisors improve their productivity and cut down on menial tasks.
The main benefit is cumulative – leading to more time for the customer service agents and financial advisors. With these tools, they have more time to spend working directly with customers to find solutions or offer superior advisory services.
What’s more, the Unblu platform also offers enhanced collaboration tools, such as Co-Browsing, Document Collaboration, and more, meaning that not only do agents have more time for customer-service support – but they are also empowered to serve them better.
Here are the top customer interaction tools available in the Unblu Advisor Workbench.
1. AI Virtual Agent
After years of customer skepticism, AI enterprise chatbots are finally able to deliver. Now, the virtual agents can deliver 24/7 support across online commercial banking for desktop or mobile banking apps.
Beyond handling routine inquiries, machine learning means it can now leverage your LLM to provide smarter, more controlled conversations that actually lead to resolutions. Of course, escalations are still possible including instant summaries for agents to ensure full context.
See more: AI Virtual Agent →
2. Engagement overview
Every customer conversation should pick up right where the last one left off. The engagement overview offers a quick summary of all past interactions – from chats and calls to documents shared and tasks completed.
It ensures that advisors and agents walk into every meeting with full context, reducing repetition and making every minute count. It’s the difference between catching up and moving forward.
3. Bot Sidekick for agents
Enterprise chatbots aren’t just for customers. Given their ability to draw from the financial services organization’s LLM, AI copilots can now be used by agents or advisors during customer interactions. The bot will generate responses that the agents can then verify before sending.
Common applications of AI-powered chatbots include during Live Chat conversations or in an advisory context, whether answering questions, drafting proposals, providing financial reports, or suggesting next‑best offers.
See more: Bot Sidekick →
4. Sentiment analysis
Customer service is there to help your customers. But people generally reach out for support when they have questions or a problem. Inevitably, you will come into contact with customers who are frustrated or upset.
With the sentiment analysis feature, you can identify customers who have been less than happy during previous interactions, meaning that you are more prepared to mitigate further frustration or secure a loyal customer through empathetic, human-centric support. Simply knowing the situation is half the battle.
5. Meeting agenda generator
Remember how the main driver of business value is increased productivity through AI-driven automation? This is one of those quick-fix tools that will cut down on small, time-consuming tasks and free agents up for more human interactions.
Whether talking on chat threads, voice calls, or during a Co-Browsing session, the meeting agenda generator automatically gives the option to create new meetings. Ideal for agents or financial advisors covering mortgages, deposits, investment advice, or other credit approvals.
6. Automatic task creator
A great customer interaction often ends with several new to-dos – follow-ups, product applications, compliance checks. The automatic task creator listens in during calls or Live Chat sessions and identifies these action items in real-time.
Once detected, the tool queues the tasks directly into the agent’s system, ensuring nothing slips through the cracks and no customer is left waiting. It’s a behind-the-scenes efficiency boost that makes every conversation count.
7. Smart reminders system
No more missed callbacks or last-minute deadline scrambles. The smart reminders system works in the background to notify agents or compliance staff about key moments, whether it’s a product renewal, adhering to regulatory requirements, or scheduled follow-up.
This is about operational consistency and improving the customer experience with well-timed, proactive outreach.
8. Real-time translator
Language should never be a barrier to great customer service. The real-time translator uses AI-powered live translation to support seamless communication across messaging, video meetings, and voice interactions.
Whether helping a customer in their native language or enabling a cross-border advisory session, agents can focus on delivering value – not switching between translation tools. It’s fast, fluid, and built for truly global customer service.
9. Meeting recordings and summaries
Never miss a beat with customer conversations. Instead of taking notes, you can now pay full attention to your customer with complete peace of mind that all the information will be waiting for you.
With meeting recordings and summaries, every Video & Voice call is automatically captured and distilled into clear, searchable notes. Full transcripts are also retained, supporting compliance and audit requirements without extra effort from the team. It’s all about staying present in the moment, while still documenting what matters.
10. All digital channel options
OK, this last one may be cheating – but it’s worth restating. All digital channel options, whether Live Chat, Video & Voice, Co-Browsing, Document Collaboration or even Secure Messenger in a more advisory context, are all easy to access from the Advisor Workbench.
The above capabilities have been designed to enhance and improve efficiency in agents’ day-to-day tasks, but the core of the platform can all be controlled from this one, easy-to-read location.
Improve operational efficiency with Unblu
In today’s competitive financial sector, the ability of financial institutions to optimize banking operations is a decisive advantage. The Unblu Advisor Workbench combines process automation, artificial intelligence, and new technologies to overcome the limitations of legacy systems – streamlining workflows, improving employee training, and enhancing online and mobile banking services.
By centralizing tools that deliver consistent, personalized digital experiences, institutions can boost operational efficiency, reduce repetitive tasks, and empower advisors to focus on higher-value interactions. Whether it’s sentiment analysis, real-time translation, or AI-powered meeting prep, every feature is designed to strengthen customer relationships while driving measurable productivity gains.
For financial institutions ready to future-proof their customer engagement strategy, request a demo today and see how the Advisor Workbench can transform your banking operations.
