NEW YORK—Glia, a provider of unified interaction management solutions, said it has extended the capabilities of its Responsible AI solution, Glia Cortex, into Glia Call Center. According to the company, expanding Glia Cortex across digital and voice customer interactions creates a seamless, “Channelless” experience for consumers no matter how they wish to connect.
“With Glia, financial institutions break free from the constraints of legacy contact centers solutions and deliver frictionless customer interactions across the entire support ecosystem,” the company said.
According to members, as a result:
- Members are able to fully resolve their needs faster with native virtual agents designed specifically for financial institutions.
- Member service representatives save time and effort through automated workflows, including automated dispositioning, wrap-up surveys, interaction notes, transfer summaries, and AI-suggested responses for voice and digital interactions through Agent Assist.
‘Strategic Imperative’
“Integrating AI into contact centers is no longer optional to meet customer expectations, but rather a strategic imperative,” Chief Product Officer Jay Choi said in a statement. “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 center.”
Glia said the Channeless features include:
- 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. “This boosts agent productivity and ensures a warm transfer every time, improving the overall customer experience.”
- Interaction Wrap-Up: “Saves an average of 90 seconds of agent time per interaction and automates responses to customized surveys that can follow any type of interaction, using a secure and compliant AI model,” according to Glia. “This automation significantly improves productivity and answer consistency, reduces training and onboarding time, and enhances compliance.”
- Manager AI Support: “Reduces AHT and enables managers to provide more targeted, valuable coaching,” the company said. “Managers can use Glia Cortex to extract critical insights from interactions by simply asking questions in natural language.”
Newfound Powers
“We’ve been using Glia’s new Cortex Agent and Manager AI features in our contact center and it has changed our experience in coaching, quality assurance, and member interactions. We are impressed with our newfound powers of instant insights, efficient call analysis, and enhanced team performance, resulting in substantially improved member care and operational effectiveness,” Adam Goetzke, director of customer experience at Heritage FCU, said in a statement. “From the agent, to the supervisor, to me as a director, it's substantially improving our ability to interact with members and provide them with quality care.”