Bring Effortless Performance Management to Your Contact Center
We’re thrilled to announce the launch of AI Analysts, the latest addition to Glia’s Unified Interaction Management (UIM) platform. Built natively for the generative AI age, AI Analysts represent a big change in contact center performance management—making insights accessible, powerful, and intuitive for everyone.
Glia’s first AI Analysts, Quality AnalystGPT and Insights AnalystGPT, made their debut at Glia Interact 2024 in San Antonio this October. These AI Analysts automate tasks that contact center managers are currently handling manually, often relying on dedicated or part-time ‘analyst’ resources in their team to generate insights. With AI Analysts, Glia is democratizing access to this mission-critical data, enabling every team member to easily access, integrate, and derive insights from your data.
AI Analysts: Contact Center Performance Management Tools for the Gen AI Era
Traditional contact center performance management tools are showing their age. They are complex, require a specialist skill set, and rely on siloed data—leaving many organizations unable to leverage their full potential. The tools often necessitate dedicated analysts to produce useful insights, creating barriers to efficiency and limiting broader access to valuable information.
Glia’s AI Analysts are different: They are designed to replicate and enhance the work previously done by dedicated analysts, allowing contact centers to manage performance without the complexity and overhead of legacy systems. The experience will be familiar to anyone who has used conversational AI like ChatGPT—simply ask questions in natural language, and get answers that deliver the insights you need. Whether it’s about improving quality or diving deep into operational insights, AI Analysts do the job as if you had an expert by your side.
Glia Welcomes Its First AI Analysts at Interact 2024
At Glia Interact in October 2024, Glia’s co-founder and Chief Strategy Officer Justin DiPietro unveiled Quality AnalystGPT and Insights AnalystGPT—the first members of our AI Analyst suite.
- Quality AnalystGPT, which enables the ability to ask any question across all your interactions to identify quality issues, trends, and areas of improvement.
- Insights AnalystGPT, which enables better decision making by giving contact center managers the ability to instantly generate insights and visuals using natural language queries, and pin them to create custom dashboards.
Each AI Analyst has a specific job to be done, making their role tangible and easy to understand. For contact center leaders, it’s like having a dedicated expert for each key area of performance management without the need to hire additional staff. Announcing these features at Interact, Justin highlighted that “…this is part of a broader vision: over time, we’ll introduce additional AI Analysts to handle every critical aspect of contact center performance management, democratizing access to insights across the organization—from agents to executives.”
Breaking Free from Legacy CCaaS Limitations
Legacy CCaaS vendor solutions are increasingly out of step with modern needs. They often come with rigid dashboards and reports, require specialized training, and focus on voice-first services in a digital-first world. AI Analysts are purpose-built to address these shortcomings, providing a truly AI-native experience that is accessible to anyone—even those without a technical background.
With AI Analysts, there are no barriers to powerful analysis. Instead of grappling with pre-built reports or relying on specialists to extract insights, any team member can simply ask questions and receive relevant answers. This democratization of access allows everyone—including business leaders—to make data-driven decisions and focus on improving efficiency, reducing costs, and driving better customer outcomes.
Building The Future Of Performance Management For Contact Centers With Responsible AI
The launch of AI Analysts is a step-function change in contact center performance management. It’s not just a new tool—it’s a reimagining of how performance analysis should be done in the generative AI age. The old ways of using rigid, labor-intensive tools are a thing of the past. With AI Analysts, the insights needed to run a contact center are now instantly accessible to anyone who needs them.
AI Analysts are built on Glia’s Responsible AI foundation, which leverages powerful new AI capabilities without compromising the high privacy, safety, reliability, and compliance standards required by financial institutions. This approach provides institutions with a safe and compliant pathway for modernization.
We’re just getting started with AI Analysts, and Quality AnalystGPT and Insights AnalystGPT are only the beginning. As we continue to develop this suite of AI-driven tools, our focus remains on providing practical, easy-to-use solutions that reduce the need for specialized skills and extend the power of Glia’s UIM platform beyond front-line contact center agents to the back office and analytics functions.
Stay tuned for more in 2025 as we reimagine contact center performance management for the gen AI era.
