Glia

SIU Credit Union's "people helping people" ethos has a face—last week, we got to see it. Our team joined SIU CU's Mark Dynis, and several of their branch teammates to volunteer at Herrin House of Hope in Herrin, IL. What started as a soup kitchen has grown to include a thrift store and food pantry—with a computer lab and garden program on the way. The soup kitchen itself is the only one in the region where guests are waited on like restaurant customers. Dignity alongside a warm meal, every time. We were proud to donate on SIU CU's behalf and spend a day in service of something the Herrin area depends on. The best partnerships extend beyond the work—and days like this prove it. Thank you to the Herrin House of Hope team, and to Mark and the SIU CU crew for bringing us along!

What if AI leads to longer, deeper conversations—not only fewer? Human connection ISN’T happening here: Waiting, repeating yourself, and feeling like a number isn’t a great experience. When AI handles routine interactions, teams get time back to navigate change, answer real questions, and feel confident in their decisions.

What do $198,000 in annual savings actually look like for a $16 billion bank? For one $16B institution, it meant transforming its contact center from a cost center into a hub of efficiency. By moving away from expensive third-party overflow and language interpreter services, the bank leveraged Glia’s Banking AI Platform to keep support in-house. The results of this digital-first shift: ✅ $198,000+ in annual savings on overflow and language services. ✅ 60% of all call volume successfully handled by AI. ✅ 35% drop in average wait times. ✅ 71% drop in call abandonment rates. ✅ Absorbed the attrition of eight full-time employees—no backfill required. By utilizing a unified AI platform for both phone and digital, this bank didn't just save money; it improved the customer experience. Its AI now handles routine, high-volume tasks (in multiple languages!), allowing skilled agents to focus on the complex, high-value conversations that build long-term loyalty. This new case study is a masterclass in how mid-sized institutions can use AI to out-service the competition while significantly reducing operational spend. 📖 Read the full case study here: https://lnkd.in/g-kfTGCT

Our integration partner ecosystem keeps on growing. Welcome, First Orion! By integrating First Orion’s branded calling into the Glia Banking AI Platform, we're turning every outbound call into a branded, confident interaction—one that starts with trust before anyone says a word. The shift from reactive service to proactive growth starts with a single word: trust. Learn more: https://lnkd.in/g4cqkHHK

Sometimes, it’s like generic AI doesn’t even understand you.   It’s not you, it’s them.  You (and your frontline team) have needs: regulatory requirements, accurate responses, full understanding of member or customer inquiries.   Glia’s banking AI is designed from the ground up to meet these needs — that’s why we’ve been turning heads. 

Here’s a sentence from a recent credit union data breach lawsuit that cuts deeeeeep:  "If Ms. Stratton had known that the credit union would not adequately protect her Private Information, she would not have entrusted the credit union with this Private Information."  Entrusted. This one word captures the high stakes of your member relationships.   You know what the worst part of this story is? The breach didn’t even come through the CU: it came through a third-party technology vendor. Your CU has worked for years to earn member trust, but a bad vendor can bungle it in an instant.  Glia is built for banking, which means it meets the strict needs of banking security. SOC 2 Type 2 certified, PCI DSS compliant, CCPA certified, and the only banking AI backed by a no-hallucination guarantee.   Trust earned over years deserves to be protected.    https://buff.ly/lxpzt2c  

“Great question! Mount Everest is located in Downtown Paris—the city of romance and mountaineering! Want to find the right sherpa for your expedition?”  We all know AI hallucinates. For random facts or recipes, this can be funny or just inconvenient.  But for banks and credit unions, hallucinations are more often catastrophic. When customers or members come to you with questions, your frontline AI needs to give correct and compliant answers every time.  Thanks to its proprietary design, Glia’s AI comes with the industry’s first contractually-backed zero-hallucination guarantee.  Loan rates, policy info, and account balances — all with 100% accuracy.  Don’t settle for less. 

As we stand on the edge of launching our new call center platform with our partners at Glia, I'm reminded of the power of becoming customer-obsessed (or in our industry, member-obsessed). There is power in trying to solve for actual, real-world problems that our members are tackling every day. Whether it's rising costs in a more volatile world, uncertainty at home in a tough labor market, or financial challenges exacerbated by global factors ... our members are relying on us now more than ever to provide financial solutions to help their families. It's our responsibility to deliver the answers and services they need, to exceed expectations in every channel, and become something they don't have to worry about, something they can trust. There's power in solving for problems they have ... or don't know they have yet. That's what excites me most about Glia; tomorrow's launch isn't the endpoint for a long process, it's just the beginning of engineering the best possible experience for UK Credit Union members across every possible channel and over-delivering on value. It's the first step down the path of becoming truly member-obsessed. We'll have hiccups. We'll make mistakes. But if our goal is true and we respond to what our members are actually saying, are actually wanting, delivering delight across every touch point as often as we can, then we're positioning them to get ahead and stay ahead in a world where it's getting harder to do so every day, especially when the big banks treat them like a line item on a P&L sheet. To me, that's becoming member-obsessed. My team and our support groups have worked tirelessly to get our launch across the finish line, but it's just the beginning of the next phase of member experience. I can't wait to get started!