FIS (NYSE: FIS), a global leader in financial technology, has announced a strategic partnership with Glia, a company specializing in AI-powered banking interactions. This collaboration aims to integrate advanced AI-powered customer engagement capabilities across FIS’s Digital One suite of retail and business banking products, enabling financial institutions to offer seamless, intelligent, and personalized banking experiences while improving operational efficiency.
Glia’s AI for All™ platform is directly integrated into FIS’s Digital One online banking platform. This integration establishes an ecosystem where artificial intelligence and human expertise collaborate to serve bank customers. AI agents are designed to handle routine inquiries around the clock, while intelligently routing more complex issues to qualified human agents with complete context, thereby reducing resolution times and providing personalized service.
Hashim Toussaint, Head of Retail Digital & Open Banking at FIS, stated that the company is committed to advancing financial technology across all customer touchpoints. He noted that integrating Glia’s AI and digital interaction capabilities into the Digital One platforms allows banks and credit unions to benefit from a virtual workforce and personalized service. Toussaint also mentioned that this technology aligns with FIS’s recently introduced Banking Modernization Framework, which positions open banking as fundamental for institutions seeking to transform their operations and customer experiences.
The enhanced Digital One platform is designed to provide several benefits, including a seamless transfer experience across channels, allowing customers to have consistent, context-aware interactions whether through mobile applications, web platforms, or live agents. It also aims for faster resolution times by having AI agents manage routine inquiries and route complex ones efficiently, and offers 24/7 availability for intelligent assistance on account inquiries, transaction support, and basic financial guidance outside of traditional banking hours.
Dan Michaeli, CEO and cofounder of Glia, commented on the challenges financial institutions face in balancing rising customer expectations with operational costs. He explained that combining Glia’s AI-powered platform with FIS’s digital online banking products offers a solution that supports both efficiency and an improved customer experience.
Karla West, Call Center Manager and AVP at PrimeSouth Bank, a customer leveraging both FIS and Glia technologies, shared insights on maintaining customer trust. She highlighted the bank’s investment in these partnerships to ensure their web and mobile presence delivers personalized, quick, and supportive experiences comparable to in-branch services, facilitating a continuous digital experience where customers can receive immediate assistance.
