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Digital customer service provider Glia and conversational artificial intelligence technology company Clinc announced a new partnership to allow greater AI integration into the digital world for financial institutions.
The announcement on Thursday stated that Clinc's conversational AI platform will be combined inside of Glia's existing "Digital Customer Service" platform. "Through the integration with Glia, Clinc's virtual banking assistant can respond to inquiries, and when more complex inquiries occur, it can seamlessly transfer interactions to customer service representatives through Glia's live chat if needed. This eliminates the need for customers to ever reauthenticate, provide context or leave the digital channel, boosting efficiencies and enhancing customer satisfaction," the announcement stated.
According to Clinc, its conversational AI platform uses language processing to better understand how people speak and the AI learns speech patterns "to recognize slang and understand contextual tools."
"Glia has a strong reputation and impressive traction in the financial services space; they understand that the future is digital," Clinic Chief Marketing Officer John Lichtenberg said. "As branches across the country continue to close, digital channels have become the primary touchpoint between financial institutions and their customers."
Clinc stated its virtual banking assistants have the capacity to communicate with members in a human-like way, as the technology has 82% CSAT and 90% containment rates.
Lichtenberg added, "Banks and credit unions must not only offer an exceptional digital banking experience but must improve support and engagement models within these channels as well, backed by intelligent and powerful AI. With Glia, we're helping more institutions modernize the customer experience to meet new demands."
"Clinc's virtual banking assistants are able to communicate with customers in a natural, intuitive way, making engagements more successful and productive," Glia SVP, Product Marketing and Alliances Steven Kaish said. "Integrating Clinc's technology into our Digital Customer Service platform will allow us to better support financial institutions by enabling them to leverage a strategic blend of automation and the human touch. Together, we're helping banks and credit unions enhance customer engagements, cut costs and more seamlessly scale."
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Michael Ogden
Editor-in-Chief at CU Times. To connect, email at [email protected]. As Editor-in-Chief of CU Times since 2016, Michael Ogden has led the editorial team in all aspects of content strategy and execution, including the creation of the publication’s exclusive and proprietary research database of the credit union industry’s economic landscape. Under Michael’s leadership, CU Times has successfully shifted to an all-digital editorial product with new focuses on the payments, fraud, lending and regulatory beats. Most recently, he introduced a data-focused editorial product for subscribers that breaks down credit union issues into hard data, allowing for a deeper and more factual narrative for readers. In 2024, he launched the "Shared Accounts With CU Times" podcast, which offers a fresh, inside-the-newsroom perspective through interviews with leaders from the credit union industry and the regulatory world. He dives into pressing credit union issues, while revealing the personalities working behind-the-scenes to push the credit union world forward. His background includes years as a radio and TV anchor/reporter and a public relations and digital/social media manager, where he covered the food and music industries, as well as cooperatives and credit unions. Over the years, he has launched numerous exclusive video and podcast series, including a successful series of interactive backstage interviews with musicians at music festivals, showcasing his social media and live streaming production skills.
