New Responsible AI functionality gives effortless experiences for customers, agents and managers

Glia, the leader in customer interaction technology, kicked off its annual industry event, Interact 2024, in San Antonio, Texas at La Cantera Resort & Spa. The conference brings together nearly 500 industry leaders and experts to shape the future of customer experience with Unified Interaction Management (UIM).

Today at Interact, Glia launched additional AI tools to help customers, agents and managers, including a new suite of capabilities called AI Analysts. Built natively for the generative AI age, AI Analysts offer a new way for institutions to view contact center performance management; they make insights accessible, powerful and intuitive for everyone. Today’s announcements included:

• Quality AnalystGPT enables the ability to ask any question across all interactions to identify quality issues, trends and areas of improvement

• Insights AnalystGPT empowers better decision-making with the ability to generate insights and visualizations using natural language queries

• Cortex Intercept predicts customer needs based on prior interactions to personalize the AI Assistant’s greeting and reduce immediate requests for human agents

• Cortex Heads-up for Agents automatically analyzes a customer's previous interactions and provides agents with context for faster problem-solving

• Glia Virtual Agent Content Assist automatically drafts suggested GVA responses for banks and credit unions, cutting the time needed to personalize a GVA by up to 50%

“As the industry continues to be inundated with AI hype that is little more than vaporware, Glia has created turnkey AI solutions purpose-built for financial institutions that are responsible, compliant, secure and provide real business value. The exciting innovations announced today are taking this momentum another step forward, providing banks, credit unions and insurance companies with transformative tools that offer limitless possibilities,” said Dan Michaeli, CEO and Co-Founder of Glia. “It was exciting to announce our new features onsite at Interact because this is an event unlike any other, providing a one-of-a-kind venue for industry leaders and innovators to come together and chart a path forward for the industry and contact center technology.”

Interact 2024 features a lineup of customer speakers, including Quontic Bank, Robins FCU, Experian Insurance Services, Heritage Federal Credit Union, Wellby Financial and Umpqua Bank. Leading discussions around innovation and creativity in the AI age are industry luminaries Adam Savage, editor-in-chief of Tested.com, author of Every Tool’s a Hammer and former co-host of MythBusters, Mary Wisniewski, editor-at-large for Cornerstone Advisors; Jason Henrichs, CEO of Alloy Labs; James Robert Lay, CEO of Digital Growth Institute; and Samantha Paxson, founder of Power & Light Collaborative.

Event sponsors include Alkami, Candescent, Coconut Software, Creovai, Illuma, Q2 and Solutions by Text. Recently announced, Coconut Software and Solutions by Text will demonstrate new UIM integrations at Interact 2024, offering SMS and advanced scheduling capabilities to Glia customers.