FIS & Glia Revolutionize Digital Banking with AI Customer Service

Introduction to a Strategic Partnership in Digital Banking

In a significant move poised to redefine the landscape of digital banking, global financial technology powerhouse FIS has announced a strategic partnership with Glia, a leading AI-powered customer interactions platform. This collaboration is set to integrate Glia's sophisticated multi-channel digital interaction solution, specifically its 'AI for All' platform, directly into FIS's renowned Digital One online banking platform. The primary objective of this synergistic integration is to deliver unparalleled customer experiences, blending the efficiency of advanced artificial intelligence with the invaluable touch of human support.

The financial sector is currently undergoing a profound digital transformation, driven by escalating customer expectations and the continuous pursuit of operational excellence. This partnership stands as a testament to the industry's commitment to innovation, leveraging AI to create more responsive, personalized, and accessible banking services. By embedding cutting-edge AI capabilities within the core digital banking infrastructure, FIS and Glia are empowering financial institutions to modernize their customer service frameworks without necessitating disruptive overhauls of their existing systems.

The Synergistic Integration of AI and Human Support

The essence of this partnership lies in its ability to harmoniously combine the strengths of artificial intelligence and human agents. Glia's 'AI for All' solution is designed to act as a frontline digital assistant, capable of handling a vast array of customer inquiries with speed and precision, around the clock. This not only ensures constant availability but also frees human agents to focus on more complex, nuanced, or sensitive customer interactions, ultimately leading to higher job satisfaction and more impactful service.

Empowering Financial Institutions with Glia's AI for All

At the heart of this integration is Glia's AI-powered solution, engineered to transform how financial institutions engage with their customers. The system is adept at quickly responding to routine inquiries, such as account balance checks, transaction history, or frequently asked questions, providing instant resolutions 24 hours a day, seven days a week. This always-on availability is crucial in today's fast-paced digital world, where customers expect immediate access to information and support.

Beyond routine tasks, Glia's intelligent routing capabilities are a cornerstone of its effectiveness. When a customer query extends beyond the scope of AI agents, or when the issue requires a deeper level of empathy and understanding, the system seamlessly and intelligently escalates the interaction to a human agent. Crucially, this handover is not a disjointed transition; the human agent receives the full context of the prior AI interaction, ensuring a smooth, informed, and personalized continuation of service. This contextual awareness significantly reduces resolution times and prevents customers from having to repeat their issues, a common point of frustration.

Elevating Customer Experience and Operational Efficiency

The integration promises a multitude of benefits for both banking customers and financial institutions. For customers, it translates into faster resolution times, more personalized service, and a consistent, context-aware experience across various channels, including mobile apps, web platforms, and live agent interactions. Whether initiating contact via chat, voice, or video, the experience remains cohesive, adapting instantly to their needs.

For financial institutions, the advantages are equally compelling. The partnership enables them to modernize their customer service operations, significantly reduce operational costs, and boost overall efficiency. By offloading routine inquiries to AI agents, human resources can be reallocated to higher-value tasks, fostering a more productive and engaged workforce. Glia's proven track record, demonstrated by boosting digital containment rates to 62% and reducing abandonment rates by 12%, underscores the tangible impact this integration can have on an institution's bottom line and customer satisfaction metrics.

Strategic Vision: Modernizing Banking Through Open Platforms

Hashim Toussaint, FIS Head of Retail Digital & Open Banking, emphasized how this new technology aligns perfectly with FIS's recently announced Banking Modernization Framework. He highlighted that open banking serves as a cornerstone for institutions looking to transform their operations and customer experiences. The integration of Glia's sophisticated AI and digital interaction capabilities is viewed as a strategic enabler, allowing banks and credit unions to harness the benefits of a virtual workforce alongside high-touch, personalized service. Toussaint succinctly captured the vision, stating, "It truly represents the future of banking—where intelligent automation meets human insight." This forward-thinking approach underscores FIS's commitment to driving innovation and preparing its clients for the evolving demands of the digital financial ecosystem.

A Closer Look at the Innovators

FIS: A Global Leader in Financial Technology

Headquartered in Jacksonville, Florida, FIS (Fidelity National Information Services) stands as a formidable global leader in financial technology services and consulting. With a rich history that includes its Finovate debut at FinovateFall 2010, FIS has established an expansive presence across the financial industry. The company proudly serves over 5,800 clients across 150 countries, facilitating transactions and managing financial assets exceeding $16 trillion on its platforms. Its influence extends to working with 70% of the top 100 insurance firms, solidifying its position as a critical infrastructure provider for the global financial system. As a member of the Fortune 500 and a publicly traded entity on the New York Stock Exchange (NYSE: FIS) with a market capitalization of $35 billion, FIS's reach and impact are undeniable.

Glia: Pioneering Digital Customer Interactions

Glia, founded in 2012 and headquartered in New York, has carved out a niche as a pioneering force in AI-powered customer interaction solutions, particularly for community banks and credit unions. Making its Finovate debut as SaleMove at FinovateFall 2015, Glia immediately distinguished itself by winning a "Best of Show" award. This initial recognition was merely the beginning, as Glia has since amassed an impressive ten "Finovate Best of Show" honors, cementing its reputation as one of the most decorated demoers in Finovate's history. The company's innovative platform boasts tangible results, including increasing digital branch loan dollars by more than 5x, boosting digital containment rates to 62%, and reducing abandonment rates by 12%, all of which demonstrate its profound impact on enhancing customer engagement and operational performance.

The Future Landscape of Digital Banking

The strategic partnership between FIS and Glia marks a pivotal moment in the evolution of digital banking. By seamlessly integrating advanced AI capabilities into the Digital One platform, both companies are not merely improving customer service; they are fundamentally reshaping how financial institutions interact with their clientele. This collaboration underscores a broader industry trend towards intelligent automation, where technology serves as an enabler for more human-centric, efficient, and personalized financial services. As customer expectations continue to rise, and the demand for instant, always-on support grows, such partnerships will be instrumental in ensuring that financial institutions remain competitive, relevant, and customer-focused in the digital age. The future of banking, as envisioned by FIS and Glia, is one where technology and human insight converge to create superior, adaptive, and truly intelligent customer experiences.