Glia Adds Voice Banking Virtual Assistants to its Platform

Glia has announced a voice banking solution for its Glia Interaction Platform. The new feature extends its Glia Virtual Assistants (GVAs) to support phone interactions, creating a single virtual assistant for both call center and digital channels to automate both voice and chat interactions.

"Welcome to a new era of phone support with Glia's Voice GVAs. Customers calling into financial institutions clearly prefer directly speaking with representatives for service. Extending GVA support to dial-in phone interactions allows them to simply converse for automated self-service and delivers a consistent experience across all channels. This single AI solution—a core component of the Glia Interaction Platform—drives new efficiencies while improving both resolution rates and customer satisfaction," said Jake Tyler, GVA Specialist for Glia.

Glia's new solution is designed to provide an integrated virtual assistant for both call centers and digital channels. This tool enables financial institutions to replace traditional IVR and phone banking systems with conversational AI that supports natural language processing, allowing customers to communicate their needs without complicated menu navigation. Voice GVAs can handle after-hours calls and peak demand while answering customer inquiries and transferring them to live support when required.

GVAs are a worthwhile investment for many banks and credit unions, with benefits, such as:

  • More than half of all customer engagement is successfully contained by GVAs. In some cases, this figure is as high as 90% or more.

  • A substantial reduction in both Average Wait Time and Average Handle Time, with some banks and credit unions reporting an 80% decrease in these metrics.

Glia's Virtual Assistants (GVAs) are designed to cater to over 800 banking scenarios and are pre-trained to handle them. They can quickly resolve issues and reduce costs for banks and credit unions. GVAs provide a unified solution for voice and digital banking services, ensuring consistency in the customer experience.

"Just as Glia Virtual Assistants continuously learn and improve, we are always enhancing our products to deliver more value for our customers. Adding AI voice banking capabilities to our GVAs, for example, allows financial institutions to offer a consistent self-service experience across all phone and digital channels with streamlined management and cost-saving efficiencies," said Justin DiPietro, Chief Strategy Officer and Co-Founder of Glia.

At the end of last year, Glia announced that its digital-first solution is accessible through Jack Henry's Banno Digital Platform.