New AI-Powered Solution Enables Contact Center Leaders to Uncover Trends and Customer Needs at Scale
New AI-Powered Solution Enables Contact Center Leaders to Uncover Trends and Customer Needs at Scale
Glia, a leader in customer interaction technology, has extended the powerful capabilities of its Responsible AI platform, which includes the launch of Quality AnalystGPT, an advanced AI-powered tool designed to analyze customer interactions. With Quality AnalystGPT, contact center managers can now quickly and easily 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.
What is Quality AnalystGPT?
Quality AnalystGPT is an AI-powered tool that allows contact center managers and leaders to ask a question in natural language about customer interactions and receive a comprehensive answer within seconds, resulting in easier data analysis and valuable quality insights. This enables institutions to better understand customers’ changing needs and deliver timely coaching and support, ultimately boosting performance and enhancing the overall customer experience.
Building on the Success of Glia’s Responsible AI Platform
Launched earlier this year, Glia’s ChannelLess® Responsible AI platform, specifically built for the financial services industry, Glia Cortex, has experienced significant momentum, with over 150 financial institutions already benefiting from the sophisticated AI capabilities. These institutions are harnessing Glia’s advanced technology to create AI-powered call centers that drive business results and operational efficiencies while strengthening customer relationships without compromising security or compliance.
New Features for Glia Cortex
Several new AI enhancements have been added to Glia Cortex, including:
- Cortex Intercept, which personalizes “welcome messages” for each customer caller, with dynamic options based on what they have previously called about. This feature has decreased the number of calls that go directly to a live agent by 20%.
- Cortex Heads-up, which automatically reviews and analyzes previous customer interactions and provides a summary to agents. This ensures that an agent has all the context needed to understand the current customer need as well as their prior history.
- Glia Virtual Assistant (GVA) Content Assist, which uses generative AI functionality to automatically write first drafts of virtual assistant responses. This reduces the time needed to personalize an AI-powered chatbot by up to 50%. Managers can iterate on AI-generated content, adjusting tone or length, while maintaining control by approving every response before publication.
Conclusion
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. The launch of Quality AnalystGPT marks a strong finish to Glia’s year of AI-powered innovation, helping financial institutions approach AI in a safe, secure, and responsible way.
FAQs
- What is Quality AnalystGPT? Quality AnalystGPT is an AI-powered tool that allows contact center managers and leaders to ask a question in natural language about customer interactions and receive a comprehensive answer within seconds, resulting in easier data analysis and valuable quality insights.
- What is Glia’s ChannelLess® Responsible AI platform? Glia’s ChannelLess® Responsible AI platform is a sophisticated AI-powered technology specifically built for the financial services industry, designed to create AI-powered call centers that drive business results and operational efficiencies while strengthening customer relationships without compromising security or compliance.
- What are the new features added to Glia Cortex? Several new AI enhancements have been added to Glia Cortex, including Cortex Intercept, Cortex Heads-up, and Glia Virtual Assistant (GVA) Content Assist.