New AI-powered solution enables contact center leaders to uncover trends and customer needs at scale through automated customer interaction analysis
new york, December 18, 2024 /PRNewswire/ — Glia, a leader in customer interaction technology, extends the powerful capabilities of its Responsible AI platform, including the launch of Quality AnalystGPT, an advanced AI-powered tool designed to analyze customer interactions I did. Quality AnalystGPT allows contact center managers to quickly and easily uncover customer needs and trends, assess performance and quality at scale, and make coaching and improvement decisions based on the context of every customer interaction. You can now identify opportunities.
Released earlier this year, Glia Cortex, Glia’s ChannelLess® Responsible AI platform purpose-built for the financial services industry, is gaining significant momentum, with over 150 financial institutions already benefiting from advanced AI capabilities. I am receiving These agencies rely on Glia’s advanced technology to build AI-powered call centers that improve business performance and operational efficiency while strengthening customer relationships without compromising security or compliance.
Building on this success, Glia launched Quality AnalystGPT to provide financial institutions with real-time insight into the evolving needs of their customers. Contact center managers and leaders can ask AI tools questions about customer interactions in natural language and receive comprehensive answers within seconds, facilitating data analysis and providing valuable quality insights. is obtained. These capabilities enable institutions to better understand the changing needs of their customers and provide timely coaching and support, ultimately leading to improved performance and a better overall customer experience. Masu.
Glia Cortex also added several new AI enhancements, including:
Cortex Intercept personalizes a “welcome message” for each customer caller, offering dynamic options based on previous calls. This feature has reduced the number of calls that go directly to a live agent by 20%. Cortex Heads-up automatically reviews and analyzes past customer interactions and provides an overview for agents. This ensures agents have all the context they need to understand current customer needs and past history. Glia Virtual Assistant (GVA) Content Assist. Use generative AI capabilities to automatically create the first draft of your virtual assistant’s response. This reduces the time required to personalize AI-powered chatbots by up to 50%. Managers can iterate through AI-generated content to adjust tone and length while maintaining control by approving all answers before publishing.
“Glia is proud to have paved the way for Responsible AI this year, leveraging AI to help financial institutions increase efficiency, improve customer service, and gain valuable insights across all types of interactions. We have launched several tools to help.” Justin DiPietroChief Strategy Officer and Co-Founder of Glia. “We’re taking this a step further with Quality AnalystGPT, which acts like an ‘ask me anything’ feature that includes customer interaction data for contact center managers and leaders. This powerful tool allows users to We are on the cusp of a transformation in customer experience management, and our clients around the world are reaching out to us through access to real-time, actionable insights. We are excited to help strengthen the Center. ”
This announcement caps a strong year of AI-powered innovation at Glia, helping financial institutions approach AI in a safe, secure and responsible way. Learn more about our quality management AI tools and read our white papers to dive deeper into key areas of Responsible AI.
About glia
Glia is a leader and pioneer in unified interaction management, redefining the way businesses interact with their customers. The Glia Interaction Platform brings together voice, digital customer service, and AI in a unique ChannelLess™ architecture to eliminate data silos, lack of context, and customer and agent frustration. Glia allows businesses to easily move volume between channels, allowing customer connections to naturally evolve. Glia helps customers harness the power of customer interactions to drive efficiency, loyalty, and revenue.
Greer has partnered with more than 600 insurance companies, banks, credit unions and other financial institutions around the world to improve customer experiences and drive business results. The company has been named a Deloitte Technology Fast 500™ Company and a Great Place to Work (97% Employee Satisfaction Rating) for five consecutive years. $150 million Funded by top investors and recently valued at excess 1 billion dollars. For more information, please visit glia.com.
source glia
