Glia’s New AI Features Help Contact Centers Benchmark Against Peers and Optimize Balance of Human and AI Interactions

Leveraging insights from hundreds of financial institutions and millions of monthly customer interactions, new reporting capabilities enable confident, data-driven AI adoption

NEW YORK--(BUSINESS WIRE)--Glia, the leader in unified AI and human interactions, today announced Cortex AI Benchmarks, a new reporting dashboard that enables Glia customers to measure Customer AI and Agent AI performance metrics—and, importantly, how their performance compares to their peers. This innovation expands reporting capabilities within Glia’s AI customer interactions platform, providing organizations with actionable insights to navigate AI adoption effectively and efficiently.

“In today’s AI landscape, contact center leaders don't need more hype, mystery and flashy demos—they need clarity and confidence about what AI can really do for them,” said Jake Tyler, Director of Conversational AI Strategy at Glia. “Because our platform is already delivering value for hundreds of financial organizations, our new Cortex AI Benchmarks tool makes it easy to see the impact. Customers can now quickly learn how Glia’s suite of AI tools are performing for their peers and use these insights to evaluate how to implement and optimize them in their own business.”

With Cortex AI Benchmarks, organizations access critical Customer and Agent AI performance metrics and benchmark against the average of all Glia customers, as well as those performing in the top twenty-five percent. This reporting enables them to assess how effectively they’re leveraging Glia’s AI tools with metrics including:

• Understanding Rate: The rate at which the AI-powered Glia Virtual Assistant (GVA) accurately interprets customer queries and delivers appropriate responses.
• Containment Rate: How often the GVA successfully resolves customer queries without human agent involvement.
• Average Minutes Saved: How much human agent time is saved by automating post-interaction surveys and documentation.

Glia’s AI innovations are already delivering measurable results for organizations looking to optimize their customer service operations responsibly while preserving the human touch. With enhanced visibility into AI performance metrics and industry benchmarks, contact center leaders can now make more informed decisions about their AI deployment strategies and resource allocation.

“Glia’s AI solutions have transformed our member service operations,” said Sergio Gagliardi, Chief Operating Officer at Mid-Atlantic Federal Credit Union. “The Virtual Assistant has cut wait times by 94% while maintaining member satisfaction, and its ability to handle routine inquiries allows our agents to focus on the complex interactions that require a human touch. The AI-powered agent features like AutoComplete, Interaction Wrap-up, and Agent Assist GVA are like having a personal assistant—providing real-time coaching and automated documentation while enabling our team to create more meaningful connections with members instead of getting caught up in administrative tasks.”

The announcement of Cortex AI Benchmarks closely follows the launch of GVA Learning 360, a first-of-its-kind AI solution that learns how a contact center’s best agents respond to customer requests and uses the intelligence to automatically generate answers for their GVA—significantly shortening setup time and ensuring consistency across human and AI interactions.

“Organizations are eager to deploy AI in their contact centers but they need two critical elements: confidence in their AI’s performance and visibility into what ‘good’ looks like,” said Tyler. “With Cortex AI Benchmarks, we’re giving institutions the context they need to make confident, data-driven decisions that improve efficiency and customer outcomes. With GVA Learning 360, they can effectively ‘clone’ their best human representatives to ensure their customers receive the highest quality experience—human or AI—every time. There’s a lot of noise around AI right now, and we’re passionate about making responsible adoption simple for organizations that rely on compliance, relationships, and data security.”

Glia will be previewing Cortex AI Benchmarks, GVA Learning 360, and more AI innovations this week at Q2 CONNECT in Austin, Texas. Attendees of the show are encouraged to visit booth 403 to see Glia’s responsible AI in action.

Additional information about Glia’s AI customer interactions platform is available at glia.com.

About Glia

Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service and AI with a unique ChannelLess^® Architecture that eliminates data silos, dropped context and frustration for customers and representatives. With Glia, companies can easily shift volume between channels, and customer connections can evolve naturally. Glia helps its customers harness the power of customer interactions to drive efficiency, loyalty, and revenue.

Glia has partnered with over 600 insurance companies, banks, credit unions, and other high-trust businesses to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500™ company for the fifth year in a row and a Great Place to Work (with a 97% employee satisfaction rating), the company has raised over $150 million in funding from top investors and was recently valued at over $1 billion. Learn more at glia.com.