Automation Platform Glia Introduces Generative AI Tools for Financial Institutions

Glia, the customer interaction leader unifying Digital Customer Service (DCS), phone and automation on a single platform, is offering new generative AI tools to help financial institutions drive efficiency and improve the customer experience in a safe, secure way.

Justin DiPietro, Co-Founder and Chief Strategy Officer of Glia, said:

“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.”

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.”

Glia’s 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.”

New features include:

  • Universal AI Management framework 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.
  • The universal AI Management framework 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 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 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.”

Jay Choi, Chief Product Officer of Glia, said:

“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.”

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