Glia, the leader in customer interaction technology, announced Glia Virtual Assistant (GVA) Learning 360, a first-of-its-kind AI solution that learns how a contact center’s best agents would respond to a customer request and uses the intelligence to automatically generate answers for their GVA—significantly advancing beyond industry-standard AI virtual assistants that rely solely on written documents.
“Most institutions have been forced to choose between quick-to-deploy but generic AI or spending months manually training a bot that still can’t match their best agents,” said Jacob Tyler, Director of Conversational AI Strategy at Glia. “GVA Learning 360 eliminates this compromise by allowing financial institutions to effectively ‘clone’ their best human representatives. Organizations can rest assured that their customers receive the highest quality experience from the best-matched agent—human or AI—for their unique circumstances.”
GVA Learning 360 arrives at a pivotal time as financial institutions search for AI solutions that help them meet heightening customer expectations without straining their contact centers. Historically, many financial institutions have struggled with fragmented knowledge sources, outdated documentation, and the inability to capture agents’ practical expertise when setting up a virtual assistant—often investing significant time manually drafting responses. GVA Learning 360 addresses these challenges by generating responses based on real conversations among top-performing agents and internal resources. This reduces setup time and generates intelligent, consistent, and accurate responses for contact center leaders’ review.
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“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,” Tyler said. “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.”
GVA Learning 360 builds on existing GVA’s deep banking industry intelligence, pre-trained on more than 900 banking scenarios. With the new enhancements, GVAs now instantly absorb the specific knowledge, policies, and processes of any financial institution, learning how to answer questions by reviewing how your best agents have answered the same questions in the past. Financial institutions experience dramatically accelerated deployments, rapid time-to-value, and smarter, more helpful AI Assistants.
SOURCE: Businesswire