Glia Unveils the First Dedicated Responsible AI Platform for Financial Institutions

Today, Glia, a leader in customer interaction technology, announced the launch of Glia Cortex, the first responsible AI platform tailored specifically for the financial services sector. Glia Cortex offers financial institutions a safe and secure AI solution that delivers tangible ROI for customer service and contact centers by enhancing efficiency, reducing wait times, and improving both customer and agent experiences.

“Financial institutions have been exploring AI to enhance their contact centers, but concerns about safety, privacy, and potential business and reputational risks have made them cautious,” said Jay Choi, CPO at Glia. “Glia Cortex provides the advantages of AI, including generative AI, while maintaining stringent guardrails that ensure data privacy and security. This allows institutions to adopt AI responsibly, ensuring a trustworthy technology for both the institutions and their customers.”

Glia Cortex enables financial institutions to revolutionize their contact centers through AI by automating customer interactions, boosting agent productivity, and providing managers with deeper insights. Integrated seamlessly into Glia’s Unified Interaction Management platform, Glia Cortex is easy to implement and delivers immediate benefits.

Key features of Glia Cortex include:

• Customer AI: Turnkey AI assistants that automate up to 65% of customer interactions across various channels, enhancing the customer experience.
• Agent AI: Tools that automate workflows and increase agent productivity by over 20%.
• Manager AI: Advanced tools that provide managers with deeper insights into their teams and customer interactions, aiding in service improvement.

Service 1st Federal Credit Union is among the early adopters of this responsible AI technology. Sarah Zinga, AVP of Digital Services at the credit union, shared, “With Glia, we’ve been able to automate routine inquiries, freeing up our agents for more complex tasks where human interaction is crucial, thus significantly enhancing our member experience.”

Glia Cortex not only streamlines operations and reduces handling times and redundancies, but it also improves reporting coherence, accelerates onboarding, and lowers training costs. Customers benefit from continuous, self-service capabilities across all interaction channels, with seamless transitions to human support when necessary.

This introduction is part of Glia’s ongoing commitment to innovation, following recent announcements about its challenges to the CCaaS paradigm and a generative AI solution designed to optimize AI deployment across both digital and voice platforms for financial institutions.