SCOTTSDALE, Ariz.—Glia, a provider of Digital Customer Service (DCS), has announced new additions to the Glia Interaction Platform, including an AI voice banking feature and a solution the company said brings real-time service options to asynchronous secure messages.
Announced during its annual customer event, Glia said the enhancements further enable financial institutions to “seamlessly and securely” interact with customers/members across phone and digital channels.
“We’re launching major new capabilities for the Glia Interaction Platform at our first in-person conference this week, focused on redefining how businesses interact with customers," said Dan Michaeli, CEO and co-Founder of Glia. “These new features are the direct result of feedback from our customer community and our commitment to understand how financial institutions can optimize the efficiency and satisfaction of their customer interactions.”
Virtual Assistants
According to the company, one of the new features is a voice banking solution for the Glia Interaction Platform that extends Glia’s turnkey AI-powered Glia Virtual Assistants (GVAs) to support dial-in phone interactions.
“This allows financial institutions to offer a single virtual assistant across the call center and digital channels to automate both voice and chat interactions,” Glia said. “Replacing legacy, menu-based IVR and phone banking systems, Glia’s Voice GVAs allow callers to simply interact using natural language, removing the complexities of traditional menu navigation.”
The company added that Voice GVAs deliver uninterrupted 24/7 service, “adeptly handling” after-hours calls and peak demand, while responding to customer/member questions and transferring them to live support as needed.
Prepared for 800+ Scenarios
“Glia Virtual Assistants are pre-trained to handle 800+ banking scenarios out of the box to improve resolution times and lower costs," said Justin DiPietro, chief strategy officer and co-Founder of Glia. “Our customers experience a 50%+ containment of customer engagement on average with some realizing more than 90%. Typically they also realize an 80% reduction in average wait time and average handle time.”
Glia said the AI voice banking solution is available immediately as part of the GVA offering.
Additional information is available here.
Secure Conversations
In addition, Glia said Secure Conversations is another major enhancement, enabling financial institutions to connect asynchronous messages from their secure banking portal to real-time service options. This allows users to seamlessly transition from a secure message to a live representative via chat, onscreen voice or video, the company added.
“Secure messaging has been a digital disconnect for customers, locking them into a discrete, detached ‘email-like’ channel separate from all other service options. Responding to a secure message has often meant waiting 24 to 48 hours for an answer,” said DiPietro. “Glia Secure Conversations bridges the gap, allowing customers to opt for a real-time channel from within the secure message to interact with a self-service assistant or a live representative. By making secure messages part of a seamless interaction, Glia Secure Conversations can boost first-time resolution rates, lower abandonments and drive up conversions.”
Integrated Solution
According to Glia, Secure Conversations is “pre-integrated” with digital banking platforms, ensuring that a visitor is authenticated and that an interaction can start from a secure portal message and seamlessly shift to a live channel.
“Because customers need to log into the digital banking platform to access secure messages, they can safely interact and receive real-time support without additional verification,” Glia said. “This delivers a seamless interaction that drives to resolution rather than forcing a customer to wait for a secure message response.”
Glia said it is rolling out Secure Conversations with digital banking platform partners.