Glia, a customer interaction technology provider, has extended its Responsible AI platform with the launch of Quality AnalystGPT, an advanced artificial intelligence-powered tool to analyze customer interactions.
With Quality AnalystGPT, contact center managers can now uncover customer needs and trends, evaluate performance and quality at scale, and identify opportunities for coaching and improvement based on context from across all customer interactions.
Glia Quality AnalystGPT will provide financial institutions with real-time insights into evolving customer needs. Contact center leaders can ask the AI tool a question in natural language about customer interactions and receive a comprehensive answer within seconds.
Glia also updated its Glia Cortex platform with Glia's ChannelLess Responsible AI specifically built for the financial services industry. The updates include the following:
- Cortex Intercept, which personalizes welcome messages for each customer caller, with dynamic options based on why they have previously called.
- Cortex Heads-up, which automatically reviews and analyzes previous customer interactions and provides a summary to agents.
- Glia Virtual Assistant (GVA) Content Assist, which uses generative AI to automatically write first drafts of virtual assistant responses. Managers can iterate on AI-generated content, adjusting tone or length, and approve every response before publication.
"Glia is proud to have paved the way in Responsible AI this year, launching several AI-powered tools that have allowed financial institutions to boost efficiencies, improve customer service and gain valuable insights across all interaction types," said Justin DiPietro, chief strategy officer and co-founder of Glia, in a statement. "We are taking this a step further with Quality AnalystGPT, which acts like an 'Ask Me Anything' feature with customer interaction data for contact center managers and leaders. This powerful tool allows users to dig deeper with their interactions, helping uncover trends and areas of improvement. We are on the brink of transformation in customer experience management, and we are excited to support our clients across the globe in enhancing their contact centers through access to real-time actionable insights."