Fintech firm FIS has collaborated with Glia to integrate AI technology to enhance customer service across its Digital One suite of retail and business banking products.
The technological incorporation aims to provide financial institutions with tools for delivering a more personalised and efficient customer experience.
Go deeper with GlobalData
It will address routine customer inquiries with AI agents, while complex issues are escalated to human agents who will provide full context.
FIS Retail Digital & Open Banking head Hashim Toussaint said: “By integrating Glia’s sophisticated AI and digital interaction capabilities into our Digital One platforms, we’re enabling banks and credit unions to reap the benefits of a virtual workforce and high-touch, personalised service.
“This new technology aligns perfectly with our recently announced Banking Modernisation Framework, where open banking serves as a cornerstone for institutions looking to transform their operations and customer experiences.”
The technological advancement allows bank staff to shift their focus from repetitive tasks to more complex customer interactions.
US Tariffs are shifting - will you react or anticipate?
Don’t let policy changes catch you off guard. Stay proactive with real-time data and expert analysis.
By GlobalDataThe AI agents are programmed to handle basic questions immediately and direct more complicated matters to qualified human agents, which is anticipated to decrease wait times and enhance the rate of resolving issues on the first call.
The “context-aware” service is delivered across various platforms, including mobile apps, web platforms, and direct communication with live agents.
The AI system is capable of managing account inquiries and transaction support, as well as offering elementary financial advice outside of standard banking hours.
Glia CEO and co-founder Dan Michaeli stated: “Adding Glia’s AI-powered platform to FIS’s digital online banking products creates a powerful solution that doesn’t force organizations to choose between efficiency and experience—they can have both.”
In May, FIS launched the Money Movement Hub, a platform that streamlines payment processing across multiple networks for financial institutions.
