Home Peer to Peer Lending AI-powered digital assistant by Glia transforms banking by telephone and on-line

AI-powered digital assistant by Glia transforms banking by telephone and on-line

AI-powered digital assistant by Glia transforms banking by telephone and on-line


‘I misplaced my pockets in a cab final night time’ and ‘What’s my routing data?’

The solutions got here again rapidly and precisely throughout an illustration of the AI-powered attendant by digital customer support agency Glia.

Speaking to this artificially clever banking digital assistant felt much more pure than utilizing the touch-tone menus which were in place for many years now. Urgent numbers aren’t required right here.

“I’m a digital assistant right here to help together with your banking wants. I can reply tons of of questions, ask me a query to get began,” stated a voice recognizable as a digital entity – dare I say very similar to HAL 9000 from the traditional science-fiction movie 2001: A Area Odyssey? – however way more nimble in its solutions.

“You’re meant to know that it’s a digital assistant, however it’s sooner to reply. You will be very granular in your questions,” stated Jake Tyler, Glia’s digital assistant professional whose crew has been at work creating the agency’s AI voice element over the past six-plus years. “You’ll be able to say issues the best way that you simply usually would say them, so when you ask a query — even when you’re a bit bit anxious and pissed off, resembling if you’ve misplaced your pockets — it should perceive you. If you wish to speak to an agent, you merely ask. When the digital assistant arms you off, the agent will get the total context of the dialog.”

AI guidelines within the imaginations of a lot of the world as we speak, notably in how people can work together with digital entities like these we’ve seen with OpenAI’s ChatGPT, Google’s Bard and Microsoft AI/Home windows Copilot. How AI can rework fintech and the monetary sector is high of thoughts for a lot of organizations, too. Generative AI, nevertheless, poses a problem, as monetary establishments want to supply extremely dependable, verified info, versus one thing generated on the fly. To handle this problem, Glia just lately launched developments to its on-line and telephone merchandise for banks and credit score unions.

Digital assistants prolonged to telephone calls

Metropolis Financial institution, a regional financial institution with 25 branches in Texas and New Mexico that holds $4 billion in complete property, is pleased with Glia’s “finest in breed” chat answer, says strategic innovation officer Justin Knowles.

“It’s superb at pulling info that we’ve pre-approved and plugged into the digital assistant or pulling info from our web site from a deep hyperlink or one thing that we’ve related,” Knowles stated from Lubbock, Texas, the place the financial institution is headquartered.

Now, Glia’s voice banking answer extends its Al-powered digital assistants to banking buyer telephone calls. It replaces touch-tone, menu-based interactive voice response know-how that’s been in place in most financial institution and credit score union programs for the reason that earlier century.

“The telephones have modified, however the automated call-center product hasn’t. What we are able to do is change that touch-tone IVR for the telephone, particularly, with an AI-powered assistant,” stated Tyler. “You’ll be able to converse to it utilizing pure language, not simply key phrases. You simply say no matter you need it to do in your personal phrases.

“Telephone banking with touch-tone IVRs was constructed within the Nineties. They haven’t actually modified since then. You’ve in all probability known as up and used an IVR just lately, and I’ll guess you didn’t go away pondering that was an superior product for 2023. You had been in all probability pondering ‘I might have carried out that on my Nokia 3310.’”

AI-trained answer prepared to make use of out of the field

Organizations utilizing the voice-enabled Glia Digital Assistant (GVA) answer can implement it straight away, with digital assistants already skilled to deal with 800-plus situations widespread to all banks and credit score unions.

Financial savings realized by reductions in wait instances and by containment of buyer engagements can drastically enhance decision instances and finally decrease prices. Use of voice GVAs has seen Glia clients cut back their common wait and deal with instances by 80 p.c and enhance buyer containment by greater than 50 p.c.

Tyler says the Glia crew has discovered that banking telephone brokers find yourself spending a major period of time on routine duties.

“They don’t have sufficient time to spend on crucial, difficult duties which might be extra the moments of reality, the moments the place actual model relationship fairness is constructed,” stated Tyler. “We can assist to automate these routine duties … Automation is a vital leg of this platform. Throughout any channel that we’re interacting with — telephone, on-line banking, cellular banking — monetary establishments can have AI that’s automating routine interactions.

“That’s the aim of our digital assistant: to make use of AI to automate routine interactions, and unencumber agent time to seamlessly hand off extra complicated, difficult, crucial and emotional interactions to human brokers.”

Tyler says they acknowledge some banking clients choose to talk to a consultant. Glia’s choice for digital assistants from a monetary establishment’s on-line service to switch effortlessly to a stay consultant permits for a seamless, constant expertise.

“It’s a pre-integrated answer constructed particularly for banks and credit score unions,” he stated. “What we see is that the varieties of questions clients ask their monetary establishment are the identical. There’s a robust overlap. We construct one AI mannequin that works for all banks and credit score unions. Meaning the subsequent financial institution and credit score union that makes use of it doesn’t should construct a lot. They’re utilizing one thing that already exists.

“They’re configuring it for his or her product info, however it’s a a lot sooner, less complicated construct and setup in addition to upkeep course of.”

The automated voice banking answer is on the market as a part of Glia’s AI-powered digital assistant choices. Discover how Glia Digital Assistants can improve your companies.

  • Craig is a contract author and editor. He has toiled in numerous positions for numerous newspapers in Western Canada, together with the Edmonton Journal and the Calgary Herald.

    When he’s not busy fixing his house, you could find him experimenting together with his sluggish cooker, discovering the proper grind (and occasional bean) for his AeroPress, studying fiction and non-fiction, mulling over director Ingmar Bergman’s works, and working towards his backward crossovers (each side!) whereas ice skating.



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