Fintech
Glia launches the first responsible artificial intelligence platform created specifically for financial institutions
Glia, a leader in customer interaction technology, today launched Glia Cortex, the first responsible artificial intelligence platform created specifically for the financial services industry. With Glia Cortex, financial institutions can leverage AI that is safe, secure and delivers real ROI for customer service and contact centers, ultimately driving efficiency, reducing wait times and improving customer experience and the agent.
“Financial institutions are looking to AI to modernize and create efficiencies in their contact centers, however they have been rightly cautious as there remain important issues around security, privacy, and business and reputational risks associated with adopting AI.” explained Jay Choi, CPO of Glia. “Glia Cortex leverages the benefits of artificial intelligence and generative AI while maintaining adequate and stable barriers to keep data private and secure. We have made the implementation of AI possible without introducing risk, providing responsible technology that institutions and their customers can trust.”
Glia Cortex enables financial institutions to transform their contact centers with AI by automating customer interactions, increasing agent productivity, and enabling deeper visibility for managers. Because Glia Cortex seamlessly and securely embeds AI throughout Glia’s Unified Interaction Management platform, it is easily adoptable and has immediate value.
Key components of Glia Cortex include:
- Customer AI: Turnkey AI assistants that automate and improve customer interactions across any channel, from digital properties to traditional phone calls. These assistants automate up to 65% of customer interactions.
- AI Agent: AI and generative AI tools for agents that automate and streamline existing workflows, improving productivity by more than 20%.
- Manager AI: AI-powered tools for managers that provide deeper insights, helping them better understand agent teams, why customers come to them, and how to improve service.
Service 1st Federal Credit Union has partnered with Glia to introduce responsible AI to its contact center. Sarah Zinga, AVP of digital services for the credit union, said: “How can I improve my credit score? What is my current balance? With Glia, we’ve been able to leverage artificial intelligence to help us automate these simple calls and free up our agents’ time for when the human touch is truly needed, and ultimately provide the best member experience for what our Service 1st members expect.”
Glia Cortex improves operational efficiency, reduces average management times and redundancies and unifies reporting. It allows institutions to accelerate onboarding times and reduce training costs. Customers also benefit from the technology, gaining always-on self-service capabilities across all channels with the ability to seamlessly transfer to a human agent, without having to re-authenticate or repeat the issue over and over again.
This launch is the latest in powerful innovation from Glia, including the recent announcement of Unified Interaction Management to challenge the CCaaS paradigm and a generative AI solution that enables financial institutions to launch, manage and measure AI across digital and voice.