While digital channels have grown, the phone remains the dominant method for customer service, accounting for over 70% of all interactions. For community banks and credit unions, the challenge has been adopting Voice AI without sacrificing the personal connection that defines their service. At its Interact 2025 event, Glia, the leader in AI interactions for banking, announced its next-generation Voice AI. The solution delivers real-time responsiveness twice as fast as industry alternatives, lifelike voices, and best-in-class noise cancellation, all while guaranteeing zero risk of AI hallucinations to meet stringent banking regulations.
Quick Intel
Glia's next-generation Voice AI responds twice as fast as industry alternatives.
It features new, natural AI voices and advanced noise cancellation for accuracy.
The technology guarantees zero risk of AI hallucinations for verified information.
It handles hundreds of common banking requests with human-like fluency.
The solution can integrate directly into existing call center (CCaaS) environments.
It aims to free up to 70% of frontline staff capacity for high-value interactions.
Eliminating the Trade-Off Between Efficiency and Experience
Glia's Voice Glia Virtual Assistant (GVA) is engineered to overcome the robotic and clunky experience of traditional Interactive Voice Response (IVR) systems. The new AI voices offer near-human timing and a greater emotional range, allowing for seamless conversations even when a customer interrupts. This fluidity, combined with high-accuracy transcription and noise cancellation that removes background echoes and cross-talk, builds customer confidence in the automated channel. Crucially, built on a foundation of Responsible AI, the system ensures only verified information is delivered, eliminating the risk of hallucinations that is a critical concern in financial services.
"AI is reshaping the contact center, but phone calls still account for over 70% of all customer interactions," said Rei Kasai, Chief Product Officer at Glia. "Many community banks and credit unions hesitated to adopt Voice AI, concerned the technology was too robotic... That difficult trade-off ends with Glia’s next-generation Voice AI. The natural conversational pace and new human-like voices means our customers can confidently deploy AI that meets their customers where they are—the phone—without sacrificing the service that sets them apart.”
Driving Operational Efficiency and Stronger Relationships
The platform is designed not to replace human agents but to augment them. By resolving routine calls end-to-end, the Voice GVA can extend frontline capacity by up to 70%. This frees human staff to focus on complex, high-value, and relationship-building interactions, such as financial education and community outreach. When a call does require a human agent, the Voice GVA provides a full-context transfer, so the customer never has to repeat themselves. The solution is also flexible, able to run natively on the Glia platform or integrate directly into a bank's existing Call Center as a Service (CCaaS) environment.
“Today, we’re announcing the next major step in Glia’s Voice AI journey, but our innovation for community financial institutions is continuous,” said Justin DiPietro, Co-Founder and Chief Strategy Officer at Glia. “Our purpose is to ensure banks and credit unions can confidently navigate the AI era without sacrifice to grow and maintain the strong relationships that define their communities."
By combining human-like conversation with the security and scalability required by regulated institutions, Glia's Voice AI provides a path for community-focused financial institutions to compete with larger rivals while preserving the high-touch service that is their hallmark.
Glia is the leading AI customer interactions solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital interaction with our proprietary ChannelLess® Architecture. With Glia’s AI for All™, organizations solve the tradeoff between efficiency and experience by using AI to automate interactions, elevate agent performance, and transform reporting and insights for leaders.
Glia has been named a Deloitte Technology Fast 500™ company for five consecutive years and is certified as a Great Place to Work (with a 98% employee satisfaction rating). With an industry-leading 72 NPS score across over 700 organizations, the company has raised over $150 million in funding from top investors and was recently valued at over $1 billion. Learn more at glia.com.
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