Glia, the leader in Digital Customer Service , today announced new additions to the Glia Interaction Platform, including an AI voice banking capability and a solution that offers real-time service options for asynchronous secure messaging. Announced at Glia’s annual customer event, the enhancements enable financial institutions to seamlessly and securely engage with customers across phone and digital channels.
“We are introducing key new capabilities for the Glia Interaction Platform at our first in-person conference this week, focused on redefining the way businesses interact with customers,” said Dan Michaeli, CEO and co-founder of Glia. “These new features are a direct result of feedback from our customer community and our commitment to understanding how financial institutions can optimize the efficiency and satisfaction of their customer interactions.”
Speech GVAs
One of the new features is a voice banking solution for the Glia Interaction Platform, which 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’s voice GVAs replace legacy, menu-based IVR and phone banking systems, allowing callers to interact easily using natural language, and eliminating the complexity of traditional menu navigation. Voice GVAs provide uninterrupted 24/7 service, adeptly handling after-hours and peak demand calls, answering customer questions, and escalating them to live support when needed.
“Glia’s virtual assistants are pre-trained to handle more than 800 banking scenarios out of the box to reduce resolution times and costs,” said Justin DiPietro, Glia’s chief strategy officer and co-founder. “Our clients experience an average reduction in customer retention of over 50%, with some realizing more than 90%. They also typically realize an 80% reduction in average wait time and average handle time.”
The AI voice banking solution is available now as part of the GVA offering. For more information, see Glia Virtual Assistants
Safe Conversations
Secure Conversations is another key enhancement that allows financial institutions to connect asynchronous messages from their secure banking portal with real-time service options. This allows users to seamlessly transition from a secure message to a live agent via chat, on-screen voice or video.
“Secure messaging was a digital disruption for customers because it locked them into a discrete, segregated, ’email-like’ channel, separate from all other service options. Replying to a secure message often meant waiting 24 to 48 hours for a response,” he told DiPietro. “Glia Secure Conversations bridges the gap by allowing customers to opt-in to a real-time channel within the secure message to interact with a self-service assistant or live representative. Glia Secure Conversations can make secure messaging part of a seamless interaction. Increase first-time resolution rates, reduce abandonment, and increase conversions.”
Pre-integrated with digital banking platforms, Glia Secure Conversations ensures that a visitor is authenticated and that an interaction can start from a secure portal message and move seamlessly to a live channel. Because customers need to log in to the digital banking platform to access secure messaging, they can securely interact and receive real-time support without additional verification. This delivers a seamless interaction leading to resolution rather than forcing a customer to wait for a secure message response.
