Glia has debuted the Glia Virtual Assistant (GVA) Learning 360, claiming it’s the first AI solution to learn from the real-world experiences of human agents rather than just documents. This approach aims to drastically cut down AI onboarding time while creating a seamless experience for customers interacting with both AI and human agents.
Traditional chatbots have often relied on fragmented information and static written documents, leaving them ill-equipped to handle complex customer enquiries. In contrast, Glia’s new AI assistant absorbs the wisdom of top-performing agents, generating responses based on actual conversations rather than mere text, which promises to enhance both the quality and consistency of customer interactions.
GVA Learning 360 builds upon the existing GVA’s robust banking industry knowledge, pre-trained on over 900 banking scenarios. The enhancements allow the assistant to quickly adapt to the specific needs and policies of any financial institution.
“Think of a typical virtual assistant as that one coworker who keeps using last year’s manual—giving customers wrong info because they never got the memo on the new policy. GVA is the opposite—it comes out-of-the-box as a banking industry expert. And GVA Learning 360 can also quickly become an expert in your specific business, learning from your best agents as well as your internal documents and knowledge,” said Jacob Tyler, Director of Conversational AI Strategy at Glia.
GVA Learning 360 reviews how top agents have previously answered similar queries and then provides rapid and relevant responses, resulting in accelerated deployments and quicker value realisation for financial services firms.
This new capability is part of Glia’s ChannelLess architecture, designed to unify customer interactions across multiple platforms. With GVA Learning 360, financial institutions can expect a seamless transition between communication channels, enhancing efficiency and improving overall customer satisfaction.
Glia recently launched Quality AnalystGPT, an AI-driven tool that uncovers deeper insights through trends, analysing performance, and identifying opportunities for improvement.