Gila ‘frees up agents’ with responsible AI platform

Robot working at computer among people.
Editorial credit: VesnaArt /

Glia, a customer interaction technology provider, has launched Glia Cortex, a responsible AI platform built specifically for the financial services industry.

The platform aims to provide financial institutions with AI that is safe, secure and delivers real ROI for customer service and contact centres. The firm has stated that the platform will enhance efficiency, reduce wait times and improve the customer and agent experience.

Jay Choi, Chief Product Officer for Glia, commented: “Financial institutions are looking to AI to modernise and create efficiencies in their contact centres, however, they have been rightfully cautious as significant questions around safety, privacy, and business and reputational risks associated with adopting AI remain. 

“Glia Cortex unleashes the benefits of AI and generative AI while maintaining proper, steady guardrails to keep data private and secure. We’ve made it possible to deploy AI without introducing risk, providing responsible technology that institutions and their customers can trust.”

The overarching goal of Glia Cortex is to empower financial institutions to transform their contact centres with AI by automating customer interactions, increasing agent productivity, and enabling deeper visibility for managers. 

The platform aims to achieve these goals by embedding AI throughout Glia’s Unified Interaction Management platform.

Financial institutions have increasingly adopted AI in all parts of day-to-day services and tasks. Earlier this month, Temenos also launched its own Responsible Generative AI solutions to transform efficiency, operations and product management in banking.

Following the launch, Prema Varadhan, President Product and COO at Temenos, stated: “With our AI platform, banks can rapidly implement real-world use cases that enhance efficiency, boost profitability, and create hyper-personalised customer experiences.”

Regarding Gila’s platform, some financial companies have already partnered with the firm. Service 1st Federal Credit Union agreed a deal with the company to introduce responsible AI into their contact centre. 

Sarah Zinga, Assistant Vice President of Digital Services for the credit union, said: “How do I improve my credit score? What is my current balance? With Glia, we have been able to leverage AI to help us automate these simple calls and free up our agents’ time for when the human touch is really needed, and ultimately provide the best member experience for what our Service 1st members expect.”