A new study by Glia, in collaboration with Metric Sherpa, reveals that while 90% of financial institution leaders view contact centers as critical to strategic innovation, fewer than 30% are realizing AI’s full potential due to operational and strategic barriers. Released on August 26, 2025, the report, The New Equation: Redefining Value, Effort, and Impact in the AI-Era Contact Center, highlights a “maturity gap” in AI adoption within banking contact centers.
The study identifies five critical obstacles preventing financial institutions from unlocking contact center AI’s full potential:
The contact center AI market, valued at $2.8B in 2024, is projected to grow at a 23% CAGR through 2030, per Grand View Research. Glia’s ChannelLess® Architecture, used by 700+ organizations, integrates AI and human agents across voice and digital channels, achieving a 72 NPS score. The study’s findings align with broader trends: a 2025 Calabrio report notes 98% of contact centers use AI, yet 61% face increased customer interaction complexity, underscoring the need for strategic integration.
AI’s potential extends beyond cost reduction. “AI’s biggest impact isn’t just about cutting costs—it’s about extending the capacity of your team,” said Dan Michaeli, CEO of Glia. Institutions are reskilling agents, reducing reliance on after-hours support, and investing in community programs. At Heritage Federal Credit Union, AI adoption overcame initial skepticism, boosting KPIs and workforce planning, per Adam Goetzke, Director of Customer Experience.
The report urges banks to:
A free webinar on August 27, 2025, at 2 p.m. EDT, hosted by Glia and Metric Sherpa, will discuss these findings and strategies to bridge the AI maturity gap.
Glia’s study highlights the untapped potential of contact center AI, urging financial institutions to move beyond cost-cutting to drive strategic growth and innovation.
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 efficiency vs. experience tradeoff by using AI to automate interactions, elevate agent performance and transform reporting and insights for leaders.
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