New Peer Data Helps Banks Measure AI ROI
Glia, a leader in unified AI and human interactions, has introduced Cortex AI Benchmarks—a reporting dashboard that lets financial organizations track Customer AI and Agent AI performance. More importantly, it shows how these metrics stack up against peers, offering clear insights for smarter AI adoption.
Contact center leaders often face uncertainty about AI’s real impact. Cortex AI Benchmarks cuts through the noise by providing transparent, actionable data. Customers can see how Glia’s AI tools perform across the industry and use these insights to optimize their own implementations.
Key Metrics to Gauge AI Effectiveness
The dashboard delivers crucial performance indicators, comparing each organization’s results to the average and to the top 25% of Glia users. Metrics include:
- Understanding Rate: How accurately the Glia Virtual Assistant (GVA) interprets and responds to customer inquiries.
- Containment Rate: The percentage of customer questions resolved by the GVA without needing human intervention.
- Average Minutes Saved: Time saved by automating tasks like post-interaction surveys and documentation, freeing agents for higher-value work.
These insights empower banks and credit unions to evaluate their AI strategies with real data, improving efficiency without sacrificing the human touch.
Client Success Story: Mid-Atlantic Federal Credit Union
Sergio Gagliardi, COO at Mid-Atlantic Federal Credit Union, shared that their Virtual Assistant has cut member wait times by 94% while maintaining satisfaction. The AI handles routine requests, letting agents focus on complex issues. Features like AutoComplete and Agent Assist act like personal assistants, providing real-time support and reducing administrative burdens.
Advancing AI with GVA Learning 360
Following Cortex AI Benchmarks, Glia also launched GVA Learning 360. This AI tool studies how top agents respond and uses that knowledge to train the Virtual Assistant. The result is faster setup and consistent quality across all interactions, whether human or AI-driven.
Jake Tyler, Glia’s Director of Conversational AI Strategy, emphasizes that organizations need clear performance data and benchmarks to make confident AI decisions. These tools help financial institutions improve customer experience and operational efficiency while meeting compliance and data security standards.
Glia will showcase these innovations at Q2 CONNECT in Austin, Texas. Financial professionals attending can visit booth 403 to see how responsible AI is shaping customer service.
For those interested in expanding their AI knowledge in finance and related fields, exploring AI tools for finance and AI certification courses can provide valuable skills and insights.
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