Glia has introduced Cortex AI Benchmarks, a new analytics dashboard designed to give businesses clear, comparative insights into how their AI tools are performing. This tool provides Glia customers with concrete performance data for both customer-facing and agent-assisting AI—along with the ability to benchmark results against industry peers, including the top 25% of Glia users.
“In today’s AI landscape, contact centre leaders don’t need more hype, mystery and flashy demos—they need clarity and confidence about what AI can really do for them,” said Jake Tyler, Director of Conversational AI Strategy at Glia. “Because our platform is already delivering value for hundreds of financial organisations, our new Cortex AI Benchmarks tool makes it easy to see the impact. Customers can now quickly learn how Glia’s suite of AI tools is performing for their peers and use these insights to evaluate how to implement and optimise them in their own business.”
As AI becomes a core component of contact centre strategy, Glia’s new tool offers transparency in a landscape often dominated by buzzwords and black-box solutions.
The dashboard provides access to key indicators such as:
- Understanding Rate: Measures how accurately the Glia Virtual Assistant (GVA) interprets and responds to customer inquiries.
- Containment Rate: Tracks how often the GVA resolves issues without the need for a human handoff.
- Average Minutes Saved: Quantifies the time agents save through AI-automated tasks like follow-ups and survey completion.
By shedding light on these metrics, Cortex AI Benchmarks enables organisations to optimise their use of AI with confidence, enhancing customer experiences while strategically allocating human resources.
This announcement follows the recent release of GVA Learning 360, another breakthrough from Glia that accelerates virtual assistant training by analysing how top-performing agents handle customer queries.