Quorum Federal Credit Union, an online credit union serving members across the U.
S., has announced an expanded partnership with Glia, a platform for intelligent banking interactions. This collaboration introduces a banking-specific voice AI agent designed to offer 24/7 conversational phone support, enhancing member convenience and speed.
Diane Slifstein, Quorum’s Chief Servicing Officer, stated that the credit union aims to compete with larger financial institutions through its technology-driven approach. She highlighted that members expect immediate, intuitive, and available support, and voice AI helps remove friction from daily banking while ensuring human assistance is available for complex needs.
Operating without physical branches, Quorum has prioritized digital solutions. While it previously utilized Glia’s digital chat and co-browsing tools, its legacy Interactive Voice Response (IVR) system presented limitations in quickly resolving time-sensitive member inquiries. The introduction of an AI-powered voice experience aims to overcome these constraints, allowing seamless transitions from intent to resolution and enabling live agents to focus on high-value conversations.
Glia’s banking AI platform is designed specifically for financial institutions, featuring an AI workforce trained on over 1,000 pre-built banking journeys. This allows automation of routine tasks and aims to raise service standards. Unlike general AI tools, Glia’s system unifies voice and digital interactions across channels and core systems from a single, banking-trained AI brain.
Quorum’s new voice AI facilitates natural conversations, enabling members to authenticate and resolve common inquiries, including account balances, transaction details, and guidance on over 250 topics, through 24/7 conversational phone support. Within the first month of launch, 54% of members successfully resolved their everyday needs using the system.
Security and trust were central to the initiative. Justin DiPietro, CSO and co-founder of Glia, emphasized that their AI was built for banking with safeguards designed to prevent inaccuracies and ensure responses are accurate, compliant, and secure. This approach supports institutions in expanding access while maintaining trust.
This implementation represents one of Glia’s most collaborative voice AI projects to date. Quorum worked with Glia’s Professional Services team to customize voice workflows, authentication methods, and triage escalation logic to align with member banking behaviors. This flexibility allows for a blend of automation and human support, ensuring continuity. Dan Michaeli, CEO and co-founder of Glia, noted that the partnership reflects a shared commitment to improving banking experiences, supporting Quorum’s vision for “banking at the speed of life.”
Building on this initial success, Quorum and Glia plan to launch integrated SMS texting capabilities, allowing the voice AI agent to text relevant links and information during calls. New voice assist features within Quorum’s mobile banking app are also planned for future release.
