Glia has extended the powerful capabilities of its Responsible AI solution - insights, automated workflows, and personalized self-service - into its contact center solution. This move ensures seamless experiences for customers across digital and voice channels, no matter how they wish to connect with their bank, credit union, or insurance company.
Customer service reps can save time and effort through features like automated dispositioning, wrap-up surveys, interaction notes, transfer summaries, and AI-suggested responses. Similarly, customers can resolve their issues faster with native virtual agents designed for financial institutions.
Transfer summary reduces Average Handle Time (AHT) by an average of 30 seconds by automatically summarizing conversation threads during transfers, either from an AI assistant or a human agent. With interaction wrap-up, agents save up to 90 seconds per interaction to send out customized surveys after any type of interaction, using a secure and compliant AI model. This automation significantly improves productivity and answer consistency, reduces training and onboarding time, and enhances compliance.
"Integrating AI into contact centers is no longer optional to meet customer expectations, but rather a strategic imperative. Glia's ChannelLess® platform combines a best-in-class virtual assistant, purpose-built for financial services that gives customers helpful and relevant responses; back-end AI tools to help agents deliver more responsive and personalized service to customers; and a powerful data analysis tool for managers looking to find new ways to drive efficiency, performance, and increase the value delivered by the contact cente," says Jay Choi, Chief Product Officer at Glia.
The company has recently launched the Glia Interactions Index, a tool for financial services to benchmark their customer interaction strategies. This Index enables banks, credit unions, and insurance companies to measure efficiency, effectiveness, and experience against industry standards.
