Digital customer service provider Glia has integrated Clinc’s virtual banking assistant into its platform to help financial institutions “modernise” customer interactions for the digital world.
The assistant can respond to inquiries and transfer interactions to customer service agents when more complex inquiries occur. This eliminates the need for customers to reauthenticate, provide context or leave the digital channel.
Steven Kaish, SVP, Product Marketing and Alliances at Glia, said: “Clinc’s virtual banking assistants are able to communicate with customers in a natural, intuitive way, making engagements more successful and productive.”
“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.”
Clinc claims their virtual banking assistants have 82% CSAT and 90% containment rates.
This integration will provide Glia’s customers with convenient and efficient support through messaging, video banking and voice.
John Lichtenberg, CMO at Clinc, said:
“Glia has a strong reputation and impressive traction in the financial services space; they understand that the future is digital.”
“As branches across the country continue to close, digital channels have become the primary touchpoint between financial institutions and their customers. 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 offers a conversational AI platform that uses natural language processing to understand how people talk, as well as pick up speech patterns to recognise slang and contextual tools.
In August, Glia announced that its platform was selected by 35 additional banks, bringing its financial customer base to over 200 organisations.
