Glia

Take the models away and a working omnichannel service platform remains. The models still do substantial work. Glia Banker, the voice and digital assistant, is trained on more than 1,000 banking journeys, and Glia says it can automate up to 80% of inquiries. CoPilot guides human agents from approved knowledge, Analyst reviews calls for coaching and staffing, and Outreach runs AI calling campaigns.

Underneath sits the original asset, one architecture that carries voice, chat, video, messaging and screen sharing without losing context. That is engineering more than modeling, which makes Glia a platform vendor with AI across it.

Control sits before the assistant speaks rather than after. The approvals framework gives the institution authority over what its AI agent may say, so oversight is a limit set at design time instead of a review of transcripts. Agentic Workflows, which can freeze cards, unlock accounts and make transfers, set each step to run on its own or to wait for human approval. Handover passes the full context to a human agent, so a customer moves from assistant to person without repeating themselves.

The approvals framework doubles as a model risk control. It keeps every answer within topics the institution has approved, and Glia says the assistant never improvises answers in real time. A reviewer can inspect that response space in advance rather than sampling outputs afterward. The evidence layer is thinner. Glia gives no recognition accuracy, no false resolution rate for calls the assistant closed that should have escalated, and no model documentation a bank's validators could use. The one automation figure comes from a customer, Busey Bank, which automates 61% of its calls.

Outcomes are tied to named institutions. During an acquisition that grew its customer base 25%, Busey Bank saw agent call volume rise only 5% and wrap up time halve, and it now automates 61% of calls. Heritage Federal Credit Union reached 151% of its annual loan target, and Unitus Community Credit Union cut its average speed of answer by 60 seconds. Executives at Busey, Heritage, Service 1st and Heartland are quoted by name and title. Glia claims more than 700 institutions and more than 10 billion interactions.

A design that keeps the assistant to approved content backs the guarantee against hallucinations and prompt injections, which turns a generative risk into a contract term. Learning is described per institution. Glia says each institution gets its own improving knowledge base, and institutions choose which agents' interactions train it. Whether anything is pooled across institutions is not addressed. The terms leave data ownership with the customer, but grant Glia a perpetual license to anonymized data and let it use usage data to improve the platform. No retention periods are published.

Screen sharing and co browsing let a representative watch a customer move through online banking in real time. That is useful for guiding someone through an application, and it is the most intrusive thing in the product. Glia's pages do not say what a representative can see, how account numbers and balances are masked on screen, or how consent is captured. Its privacy notice, updated 28 October 2026, covers only data Glia controls and excludes the client data it processes. No data processing agreement, subprocessor list or retention schedule is published.

SOC 2 Type II and PCI DSS appear on both the security page and the trust center, and the voice page describes PCI Level 1 controls backed by a direct PCI DSS report. The trust center also cites HIPAA controls and regular penetration testing, and holds compliance, security and insurance documents. Neither page gives an audit period or the scope of each report. Glia holds no ISO 27001 of its own and points to AWS's reports for the hosting layer. Data is encrypted in transit and at rest, and masking of personal data is listed as a control.

Glia supplies technology and holds no license, the expected posture for a supplier. Its pages name no regulator and do not say which rules the product is built to meet. The exposure to watch is outbound. Glia Outreach, launched in June 2026, places automated voice calls and texts about renewals, loan offers and payments, including reminders after a missed payment.

Automated calls with an artificial voice fall under telephone consumer protection rules carrying per contact statutory damages, and missed payment reminders can bring in debt collection rules. Glia's outreach pages say nothing about consent capture, do not call scrubbing, opt out handling or calling windows, and that exposure lands on the institution.

Voice is where fairness bites in this product. Speech recognition accuracy varies by accent, regional dialect and speech impairment, and a member the assistant cannot understand is pushed to wait or gives up. That falls hardest on the community banking populations Glia serves. Glia publishes a web accessibility statement to WCAG 2.1 AA, tested with screen readers and users with disabilities, and supports Spanish across voice and chat.

It publishes no recognition accuracy by speaker group, no containment rate by accent and no fallback design for repeated recognition failures. Its trust center lists one AI policy document, and its public pages describe no process for governing its models.

Glia contractually guarantees that hallucinations will not be presented to customers or members and that prompt injection attacks will have no effect. Announced in March 2026, the guarantee sits in section 2.5 of Glia's master agreement, according to its own blog. That moves generative failure from a disclaimer the customer absorbs to a term the vendor answers for. The remedies, exclusions and conditions are not public, and the agreement versions listed on Glia's site require a password.

Its public terms of service disclaim results and cap liability at 12 months of fees. The guarantee covers what the assistant says, not how a member who was misrouted or misunderstood gets it put right.

AWS is the only host Glia names. Two of its own case studies, for Busey Bank and Service 1st Federal Credit Union, name Amazon Transcribe for speech recognition and Amazon Bedrock for the AI layer. No page says which models run on Bedrock, and the product pages name no model at all. There is no public subprocessor list, so a buyer cannot see whether recordings and screen sessions reach any other processor. For a product sold with a guarantee against hallucinations, the guarantee names no model it covers.

The platform adds to an institution's stack rather than replacing it, which is what lets a small institution adopt it. More than 100 prebuilt integrations are listed, with cores such as Jack Henry Symitar, Corelation and Fiserv DNA, and digital banking platforms such as Alkami and Candescent. Q2 certifies Glia as a strategic reseller. The voice assistant is also sold on its own to run inside an institution's existing cloud contact center, though no contact center vendor is named. Developer documentation sits behind a login.

Delivery is software as a service, hosted only on AWS across six AWS zones. No region is named and no data residency option is offered. That matters because the platform holds recorded and transcribed conversations, screen sharing sessions and interaction histories tied to accounts. Where recordings are stored, and for how long, is not stated. Glia claims 99.9999% uptime with no planned downtime.

Rates are not published, but the pricing model is. Contact center software usually meters seats and voice minutes, so cost rises exactly when an institution uses it more. Glia's pricing page, branded Priceless Pricing, sets $0 per minute, per seat and per token, with one fixed monthly fee and tiers set by an institution's needs rather than its usage. That tells a buyer the shape of the commitment before any negotiation. The fee itself is not published, and neither is how tiers are banded by institution size.

Community banks, regional banks, credit unions and insurers each get their own material, and the credit union pages speak of members and name the cores credit unions run. Glia claims more than 700 institutions, mostly in North America. Insurance customers include Experian Insurance Services and Celina. Channels cover voice, chat, video, messaging and screen sharing, and the product now reaches branch staff, business banking prospecting and outbound campaigns.