Glia Launches Voice Banking Solution

Glia, a provider of digital customer service solutions, has launched a voice banking solution for the Glia Interaction Platform. The new feature is an extension of Glia's artificial intelligence-powered Glia Virtual Assistants (GVAs) to support dial-in phone interactions.

"Welcome to a new era of phone support with Glia's Voice GVAs," said Jake Tyler, a GVA specialist at Glia, in a statement. "Customers calling into financial institutions clearly prefer directly speaking with representatives for service. Extending GVA support to dial-in phone interactions allows them to simply converse for automated self-service and delivers a consistent experience across all channels. This single AI solution—a core component of the Glia Interaction Platform—drives new efficiencies while improving both resolution rates and customer satisfaction."

Glia's Voice GVAs swap out old-fashioned, touch-tone, menu-based interactive voice response and phone banking systems for conversational AI. This allows users to communicate using natural language. Voice GVAs provide uninterrupted 24/7 service, handling after-hours calls and peak demand while responding to customer questions and transferring them to live support as needed.

Optimized for banks and credit unions, Glia's GVAs are pre-trained to handle more than 800 banking scenarios.

"Just as Glia Virtual Assistants continuously learn and improve, we are always enhancing our products to deliver more value for our customers. Adding AI voice banking capabilities to our GVAs, for example, allows financial institutions to offer a consistent self-service experience across all phone and digital channels with streamlined management and cost-saving efficiencies," said Justin DiPietro, chief strategy officer and co-founder of Glia, in a statement.