Glia

Unify Human, AI, Voice, & Digital with the Only Platform Built for Financial Services

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Description

Glia offers a comprehensive interaction platform designed to help businesses, particularly in the financial services sector, redefine their customer service. The platform enables organizations to unify human agent support with AI-powered automation across a multitude of digital and traditional communication channels. This approach aims to deliver seamless and personalized customer experiences.

By leveraging features such as its ChannelLess® Architecture, AI management for virtual assistants, video chat, CoBrowsing, and secure messaging, Glia empowers companies to modernize their support operations, increase customer loyalty, and drive sales. The system is built with a focus on security and can be tailored to specific industry needs within banking, credit unions, insurance, lending, and healthcare, facilitating improved efficiency and customer satisfaction.

Key Features

Unified Interaction Management (UIM): Drives cost reduction through AI, boosts revenue with human touch, and removes interaction barriers.
ChannelLess® Architecture: Ensures seamless customer engagement and context continuity across all communication channels.
AI Management: Enables deployment and management of customer-facing chatbots and virtual agent assistants.
Video Chat & CoBrowsing: Facilitates face-to-face online conversations and collaborative on-screen guidance.
AI-Powered Call Center: Provides a specialized call center solution with AI capabilities for financial institutions.
Secure Messaging & SMS: Offers secure live and bot-assisted messaging, integrating SMS for a seamless digital experience.
Unified Agent Desktop (Applets): Consolidates tools into a single interface for improved agent efficiency and satisfaction.
Workforce Management: Optimizes agent allocation across channels and schedules based on demand.

Use Cases

Creating virtual branch experiences for banking and credit union members.
Enhancing online sales conversion and customer acquisition in finance and insurance.
Modernizing contact centers with AI, digital channels, and unified agent tools.
Improving customer loyalty and satisfaction through personalized, multi-channel support.
Streamlining insurance claims processing and policyholder communication.
Providing personalized patient care and support for healthcare providers.
Guiding high-value prospects through online buying journeys with proactive engagement.

Frequently Asked Questions

What industries does Glia primarily serve?

Glia primarily serves financial institutions, including Banking, Credit Unions, FinTech, Insurance, and Lending. It also provides solutions for the Healthcare sector.

What is Glia's ChannelLess® Architecture?

Glia's ChannelLess® Architecture is designed to provide a seamless and unified customer engagement experience by allowing interactions to flow smoothly across various communication channels without losing context, focusing on the full customer engagement.

How does Glia integrate AI into its platform?

Glia integrates AI through features like AI Management for customer chatbots and virtual agent assistants, an AI-powered call center solution, and bot-assisted messaging to automate responses, manage customer interactions, and improve efficiency.

Can Glia help improve key performance indicators (KPIs)?

Yes, Glia is designed to help improve KPIs such as conversion rates, average wait time (AWT), average handle time (AHT), customer satisfaction (CSAT), Net Promoter Score (NPS), and reduce abandonment rates, as demonstrated by client results.

What communication channels does Glia support?

Glia supports a variety of communication channels including video chat, CoBrowsing, SMS, secure messaging (live and bot-assisted), voice (traditional phone and OnScreen Voice), and interactions with AI-driven virtual assistants.