NEW YORK–Glia, a provider of Digital Customer Service (DCS), including phone and automation on a single platform, said it is now offering new generative AI tools to help financial institutions drive efficiency and improve the customer/member experience in a “safe, secure way.”
According to the company, generative AI can help customer support teams become more productive and strategic while optimizing the value AI delivers today.
“Powered by large language models (LLMs), Glia features automate routine, repetitive tasks and act as a co-pilot for staff, helping them serve customers with greater speed and ease,” the company said.
Glia further said its generative AI tools are now part of the company’s existing AI Management Platform, which includes pre-built virtual assistants for banks and credit unions. The platform allows institutions to launch, manage and measure AI tools and resources into digital properties as well as the call center, Glia added.
Overcoming Hesitancy
“Financial institutions want to embrace generative AI but have been hesitant because of potential risks surrounding data leakage, data integrity, privacy and, perhaps most notably, the impact to the customer,” said Justin DiPietro, co-founder and chief strategy officer. “Glia’s new generative AI tools help earn trust from customers while providing an open, flexible framework for financial institutions. It’s a win-win-win situation, bringing significant time savings for the service team, enhanced satisfaction for the customer and increased efficiency for the financial institution.”
The New Features
According to Glia, new features include:
- Universal AI Management framework, which enables financial institutions to create, manage and integrate AI and generative AI powered bots from companies like OpenAI, Anthropic, Google, Amazon, Microsoft, Salesforce and others into both customer and agent workflows. “The tool allows institutions to orchestrate multiple specialized bots within the same conversation,” Glia said.
- A universal AI Management framework, which it said allows agents to utilize their own Gen AI models to seamlessly solve customer issues by leveraging AI-generated suggestions and guidance to respond more quickly, with proper context.
- Unified AI Reporting, which Glia said provides a single, consolidated view of all AI and Generative AI assistants deployed within Glia, helping AI managers understand what’s working, where value is being delivered and what needs to be improved.
- Banking Benchmarks, which provide an executive-level view for financial institutions to compare performance against similar-sized organizations, identify areas of improvement, make more informed decisions about their interaction strategy and monitor progress over time.
The Next Wave
“This next wave of AI is significantly increasing the efficiency and productivity of customer service teams,” said Chief Product Officer Jay Choi. “Many organizations are looking for how to incorporate it into their workflows. Our innovative generative AI features enhance employee skills while optimizing—not replacing—the power of human touch. We help organizations integrate generative AI into their existing processes and tools.”
Glia said its Virtual Assistant has been adopted by 100+ banks and credit unions; available in all major interaction channels (digital, phone and SMS)
In addition, Glia announced its pre-packaged Glia Virtual Assistant (‘GVA’) is now adopted by over 100 banks and credit unions, making it the most widely adopted conversational AI solution in financial services.
‘Hot on the Heels’
“This comes hot on the heels of Glia’s announcement in spring that it had extended the GVA into the traditional dial-up phone channel, the primary service channel for many institutions,” the company added. “Glia is excited to share that GVAs are now also available in SMS and other major messaging apps. GVAs deliver real, meaningful value at scale today.”
In the last year, Glia said GVAs have saved financial institutions over 22 years of agent time. With this latest announcement, they now deliver this same proven experience and value available across all major interaction channels – digital, dial-up phone and SMS.
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