- Global financial technology company FIS has announced a strategic partnership with AI-powered customer interactions platform Glia.
- The partnership will integrate Glia’s multi-channel digital interaction solution into FIS’s Digital One online banking platform.
- FIS made its first Finovate appearance at FinovateFall 2010. Glia is a 10-time, Finovate Best of Show award-winner.
FIS has forged a strategic partnership with AI-powered customer interactions platform Glia. The partnership will integrate Glia’s AI for All digital interaction solution into FIS’s Digital One online banking platform. The goal is to deliver superior experiences for banking customers via a combination of AI-enabled service and high-touch human support.
AI agents will be able to respond quickly to routine inquiries 24/7 while also intelligently routing more complex queries and issues to human agents. This will reduce resolution times and provide more personalized service that adapts instantly to customer needs. Embedding these AI capabilities directly into FIS’s digital banking infrastructure will empower financial institutions to modernize their customer service operations without disrupting current systems.
“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, personalized service,” FIS Head of Retail Digital & Open Banking Hashim Toussaint said. “This new technology aligns perfectly with our recently announced Banking Modernization Framework, where open banking serves as a cornerstone for institutions looking to transform their operations and customer experiences. It truly represents the future of banking—where intelligent automation meets human insight.”
Headquartered in Jacksonville, Florida, FIS made its Finovate debut at FinovateFall 2010. Today the fintech services and consulting firm works with 70% of the top 100 insurance firms, has more than $16 trillion in financial assets on its platforms, and serves 5,800+ clients across 150 countries. A member of the Fortune 500, FIS is a publicly traded company on the New York Stock Exchange (NYSE: FIS), and has a market cap of $35 billion.
The integration of Glia’s AI for All will enable FIS’s Digital One platform to provide a consistent, context-aware experience across channels—from mobile app to web platform to live agent. The platform will also deliver faster resolution times by triaging queries to separate the routine from the more complex. The integration will also provide 24/7 availability, with AI agents fielding account management questions, providing transaction support, and offering basic financial guidance beyond traditional banking hours.
“Financial institutions today face the dual challenge of meeting rising customer expectations while managing operational costs,” Glia CEO and Co-Founder Dan Michaeli said. “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.”
Having introduced itself to Finovate audiences as SaleMove in its Best of Show-winning debut at FinovateFall 2015, Glia has since become one of Finovate’s most decorated demoers, earning Best of Show honors a whopping ten times. Founded in 2012 and headquartered in New York, Glia offers an AI-powered, customer interactions solution for community banks and credit unions that delivers increases in digital branch loan dollars by more than 5x, boosts digital containment rates to 62%, and reduces abandonment rates by 12%.
Photo by Trevor Neely on Unsplash
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