New AI Offerings Create Massive Buzz in the Financial Services Community
Glia’s annual client conference, Interact 2024, was transformed into a showcase for a dizzying array of new innovations in customer interaction technology and ChannelLess® solutions.
More than 450 attendees from over 200 banks, credit unions, and insurance companies came together to share best practices and discoveries. They explored how Unified Interaction Management can simultaneously create greater operational efficiencies while also increasing the quality of the customer experience.
If you didn’t get to attend this time around (we certainly hope you’ll join us next year!), here are some of the highlights:
1. AI For All
While the tech industry media have been trumpeting the potential of customer-facing AI solutions, the vast majority of the discussion at Interact 2024 was about the emergence of AI for internal use. Harnessing the power of AI to make the jobs of leaders and frontline employees easier and more productive has now come to fruition in a number of very practical ways.
In addition to the 150 new UIM platform features launched over the past year, Glia demonstrated a wide array of new Responsible AI tools that are now available for immediate deployment. Among the highlights:
- Quality Analysts (for Executives and Managers)
Imagine having conversations with your data, and being able to ask natural language questions that yield instant charts, graphs, and trends ready to be copied and pasted directly into reports. This new tool replicates having an entire team of analysts that can do data mining and generate insights instantly. As we all know, you can’t manage what you can’t measure, and Glia’s newest manager-facing AI products enable leaders to measure–and manage!–more efficiently and effectively than ever before.
- Cortex Heads-Up (for Frontline Agents)
Before an agent even greets a customer, this new tool accurately predicts that person’s most likely issues and even their sentiment based on that person’s past interactions. This feature greatly reduces average handle time while creating a far more personalized experience. Again, any time organizations can reduce operating costs while increasing customer satisfaction, that’s the definition of hitting the “sweet spot.”
Here is a complete list of all the new Glia AI tools introduced at Interact 2024.
2. Innovation Leaders Identified and Celebrated
The first ever Catalyst Awards provided a showcase for financial services companies at the vanguard of transforming the customer experience. A total of five winners were named, including:
- Service 1st Credit Union was named The Harmonizer for their success in marrying the efficiency of AI while still creating and maintaining a human connection. They’ve achieved a staggering decrease in average speed of answer (ASA) from 193 seconds to just 18 seconds and a 39% decrease in post-call wrap-up while generating even more accurate information about each interaction.
- Denver-based Covered Insurance received honors as The Energizer. Through their partnership with Glia, agent engagement and productivity has increased significantly. By excelling across multiple channels, they’ve recorded a 52% decrease in abandonment rate, leading to huge increases in revenue conversion.
See all of the award winners here.
3. The “Network Effect” Was in Full Effect
Unlike technology conferences that include attendees from a wide variety of industries, Interact 2024 brought together a homogenous group of like-minded leaders. In addition to more than 25 mainstage and targeted breakout sessions, the in-between time (breakfasts, lunches, and happy hour receptions) were abuzz with attendees comparing notes, building connections, and sharing success stories and challenges. There is a clear sense that a community is being formed–one that is much needed–as so many organizations are going through the same transformation.
The closing main stage session entitled “Campfire Connections” featured curated small-group networking discussions, with 48 tables made up of leaders with similar responsibilities and backgrounds. When the session was (supposed to be) over, the discussions continued without regard to the scheduled end time. The prevailing attitude among attendees was, “I’ve never been to an event that felt so uniquely tailored to ME!”
For those of you who joined us in San Antonio, thanks for your active participation and positive feedback. For those who didn’t, make it a point to prioritize Interact 2025 among your conference plans for next year.
