Digital customer service technology provider Glia has introduced Quality AnalystGPT, an AI-driven tool designed to revolutionse how contact centers analyse customer interactions.
The tool helps contact centre leaders gain deeper insights by uncovering trends, analysing performance, and identifying opportunities for improvement with remarkable speed and precision.
Building on the success of its Responsible AI platform, Glia has tailored Quality AnalystGPT to meet the complex needs of the financial services sector. The tool allows managers to ask natural-language questions about customer interactions and receive detailed answers instantly.
Ultimately, financial institutions can better understand their customers’ evolving needs, refine coaching strategies, and ultimately elevate the customer experience.
This latest launch follows the momentum of Glia Cortex, a “ChannelLess” AI platform introduced earlier this year. Over 150 financial institutions have adopted Cortex, using its advanced features to enhance call centre efficiency while maintaining robust security and compliance standards.
“Glia is proud to have paved the way in Responsible AI this year, launching several AI-powered tools that have allowed financial institutions to boost efficiencies, improve customer service and gain valuable insights across all interaction types. We are taking this a step further with Quality AnalystGPT, which acts like an ‘Ask Me Anything’ feature with customer interaction data for contact center managers and leaders. This powerful tool allows users to dig deeper with their interactions, helping uncover trends and areas of improvement. We are on the brink of transformation in customer experience management, and we are excited to support our clients across the globe in enhancing their contact centers through access to real-time actionable insights,” said Justin DiPietro, Chief Strategy Officer and co-founder of Glia.