Blend Labs, which offers a loan origination platform that enhances the customer experience and streamlines operations, is newly integrated with Glia, which offers unified human and AI interactions.
The integration will give lenders the ability to guide borrowers inside mortgage and other consumer loan applications wherever they are — using the channels they prefer.
The integration embeds Glia’s chat, voice, video and AI tools directly into Blend’s Digital Banking platform, allowing lenders to answer questions, guide applicants through next steps and resolve issues in real time — all without leaving the loan application, Blend says in a release.
As such, this integration helps lenders reduce revenue loss that occurs due to abandoned mortgage applications. Currently, roughly 68% of online loan applications are abandoned – usually due to poor customer experiences – and its estimated that about 48% of consumers who experience digital friction take their business elsewhere.
By the same token, the integration leads to higher conversion rates, which translates to more closed loans and revenue for lenders.
“Borrowers shouldn’t have to jump through hoops to get help — and loan teams shouldn’t have to juggle disconnected systems to provide it,” says Nima Ghamsari, co-founder and CEO of Blend. “With Glia built right into the Blend experience, lenders can step in at just the right moment, answer questions quickly and keep things moving. It’s a simple way to make a big difference.”
The seamless, in-application support is powered by Glia’s ChannelLess Architecture, which unifies voice, digital service and AI into a single experience — eliminating data silos and preserving context across every interaction.
Financial institutions can engage customers across devices, personalize support at scale and maximize both efficiency and satisfaction.
For example, if a borrower encounters a question about required documentation, clicking the “Let’s Talk!” icon instantly opens a chat window with a loan specialist, all without navigating away from their application.