Glia has introduced innovative generative AI tools to assist financial institutions in enhancing efficiency and delivering an improved customer experience, all while maintaining a high level of safety and security.
"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. 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," said Justin DiPietro, Co-Founder and Chief Strategy Officer of Glia.
Generative AI has the potential to boost the productivity and strategic capabilities of customer support teams by maximizing the benefits of AI. Glia leverages large language models to automate mundane and repetitive tasks, essentially acting as a valuable assistant for staff.
Glia's generative AI tools have been integrated into the company's AI Management Platform, which already features pre-built virtual assistants designed for banks and credit unions. This platform enables institutions to seamlessly deploy, oversee, and assess AI tools and resources across their digital platforms and call centers.
Providing financial institutions with customization and performance insights
The Universal AI Management framework helps financial institutions create, oversee, and integrate AI and generative AI-powered bots from various providers, such as OpenAI, Anthropic, Google, Amazon, Microsoft, Salesforce, and others, into both customer and agent workflows. This tool enables institutions to coordinate the use of multiple specialized bots in the same conversation.
With the Universal AI Management framework, agents can utilize their own Gen AI models to efficiently address customer issues. They can make use of AI-generated suggestions and guidance to respond more swiftly and contextually.
Unified AI Reporting offers a consolidated view of all AI and Generative AI assistants deployed within Glia, allowing AI managers to gain insights into what's effective, where value is being delivered, and areas that require improvement.
Banking Benchmarks offer financial institutions a high-level perspective to assess their performance in comparison to organizations of a similar size. This enables them to pinpoint areas for enhancement, make informed decisions regarding their interaction strategies, and track their progress over time.
"This next wave of AI is significantly increasing the efficiency and productivity of customer service teams. 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," said Jay Choi, Chief Product Officer of Glia.
Furthermore, Glia has revealed that its ready-made Glia Virtual Assistant (GVA) is currently being utilized by more than 100 banks and credit unions. This development follows Glia's earlier announcement that its digital-first solution is now accessible through Jack Henry's Banno Digital Platform, enabling companies to interact with customers across all digital channels, like SMS, chat, and voice.