Glia, a leading provider of Digital Customer Service (DCS), has unveiled a voice banking solution for the Glia Interaction Platform.

The new feature is an expansion to its AI-powered Glia Virtual Assistants (GVAs) to support dial-in phone interactions, providing a single, native virtual assistant across the call centre and digital channels to automate voice and chat interactions.

“Welcome to a new era of phone support with Glia’s Voice GVAs,” said Jake Tyler, GVA Specialist for Glia. “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 drives new efficiencies while improving both resolution rates and customer satisfaction.”

Glia’s Voice GVAs aimed at improving phone support

Glia’s Voice GVAs are aimed at improving phone support in financial institutions by replacing old-fashioned touch-tone, menu-based IVR and Phone Banking systems with conversational AI.

This enables users to communicate their requirements using natural language, eliminating the complexities of traditional menu navigation. Voice GVAs provide uninterrupted 24/7 service, adeptly handling after-hours calls and peak demand, while responding to customer questions and transferring them to live support as needed.

Optimised for banks and credit unions, Glia’s GVAs are pre-trained to handle 800+ banking scenarios right out of the box, helping financial institutions improve resolution times and lower costs. This unified solution for voice and digital banking service streamlines administration, reduces complexity, and provides a consistent customer experience that can seamlessly blend virtual and human guidance. As part of the Glia Interaction Platform, GVAs are highly secure and reliable, a critical requirement for financial services companies.

“Adding AI voice banking capabilities to our GVAs 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.

Join Glia experts in New York at ITI USA 2023

To find out more about Glia’s latest strategies and innovations, join their experts at Insurtech Insights USA 2023 on June 7th and 8th, at the Javits Center in New York. To find out more, click here