FIS’s collaboration with Glia introduces a significant advancement in banking technology. By integrating Glia’s AI-powered customer interaction platform into its Digital One online banking suite, FIS aims to enhance customer interaction without overhauling existing infrastructures. This integration, offering both AI and human interaction, reflects a strategic decision to blend efficiency with personalization. Notably, the partnership addresses the growing demand for automated solutions that can manage customer interactions more effectively while keeping operational costs controlled.
The integration of AI in customer service has gained momentum, particularly with tools like Generative AI proving highly effective. Reports indicate that 97% of marketing executives see the value in AI for generating real-time customer support interactions. Over recent years, there has been a tangible shift towards these technologies, embraced by financial institutions striving for innovation without forsaking reliability. This move by FIS is consistent with industry trends and illustrates a broader adoption of AI-driven frameworks across banking sectors.
What Benefits Does the Integration Offer?
By incorporating Glia’s AI for All into FIS’ Digital One platform, banks and credit unions are equipped to modernize their customer support services seamlessly. AI agents tackle routine inquiries, effectively allowing human agents to focus on more complex issues. This functionality promises to deliver improved customer satisfaction and operational efficiency. As Hashim Toussaint from FIS commented, AI facilitates a better balance between automation and personal service, allowing financial establishments to optimize resources.
“At FIS, we’re committed to unlocking financial technology at every touch point of the customer experience,” Toussaint said.
How Does This Affect the Banking Sector?
For banks, this advancement could mean substantial progress in adapting to rising technological demands. The FIS and Glia partnership ensures that institutions do not have to choose between enhancing user experience and maintaining efficiency. Instead, they can advance their service capabilities while keeping costs in check. Dan Michaeli from Glia mentioned that the implementation allows financial entities to align efficiency with user satisfaction without compromise.
“Adding Glia’s AI-powered platform to FIS’ digital online banking products creates a powerful solution that doesn’t force organizations to choose between efficiency and experience—they can have both,” Michaeli said.
FIS’s recent initiatives further support this trend, having introduced a Bank Modernization Framework to help financial institutions modernize according to their needs. This framework offers an alternative to expensive traditional modernization approaches, emphasizing both front-end and back-end improvements. It strategically positions banks to innovate, addressing current challenges like escalating IT costs and increasing competition from FinTech companies.
Through integrating AI advancements, institutions can better meet rising expectations of customers while optimizing their operational processes, thus sustaining a competitive edge in the market. This integration highlights a pivotal move within the banking sector towards embracing innovative solutions that leverage AI technology. It reflects a balance between traditional banking practices and modern technological applications, offering a strategic outlook for future developments.
