The Glia Catalyst Awards
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Successfully absorbed team attrition without sacrificing service quality
AI Workforce acts as the primary line of engagement, autonomously handling most inbound volume
Automated most enterprise-scale routine inquiries, providing the operational leverage to scale service
Banner Bank leveraged the Glia AI Workforce in their business strategy to eliminate the efficiency-experience tradeoff, utilizing AI to autonomously manage enterprise-scale interaction volumes and seamlessly absorb staff attrition.
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3.66 full-time employee equivalency gained from voice AI
54% reduction in abandonment rate
40% reduction in wait time
Free from backfilling entry-level roles, Heartland created a centralized team of experts to set up limitless scalability and bring expert service to every member, anywhere.
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793% Increase in deposit retention — from $1.4M recovered in month one to $12.5M at its peak
63% Year-over-year growth in business checking balances, reaching $469M, with total relationship deposits climbing to $1.2B
39% Increase in cross-sell adoption — 25% of customers now hold both a loan and deposit account, up from 18%
By pairing Glia Banker Voice and Digital with dedicated account retention queues, Live Oak Bank increased deposit retention nearly 9x and grew business checking balances by 63% YoY while strengthening personalized service at scale.
222 Hours saved in quality assurance through Glia Analyst automated reviews and coaching reports
72% Digital AI containment rate, driving direct-to-human requests down to 0.6%
63% Voice AI containment rate
By deploying Glia Banker and Glia CoPilot to make care faster and more personalized, Thomaston increased account openings, fully automated after-hours inquiries, and improved customer satisfaction.
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19% Year-over-year decrease in voice call volume for routine inquiries
73,000+ Concurrent conversations handled, expanding overall workforce capacity
293,000+ Total chat interactions completed autonomously with Glia Banker and customer care teams
After replacing its fragmented servicing model with a unified banking AI platform in just eight weeks, Alliant Credit Union is on track to save more than 10,500 hours of employee work annually—the equivalent of adding 5 full-time employees.
Automated 61% of calls with Voice AI.
Repurposed 2 frontline FTEs to strategic research roles.
Slashed agent wrap-up time by 50% with AI-powered Interaction Wrap-Up.
In just 90 days post-launch, Busey Bank successfully navigated a $7B bank acquisition, handled increased call volume while repurposing staff, and significantly improved agent efficiency.
Saved $100K+ and 2780 agent hours over six months with Digital AI.
Reinvesting savings into new employee and member initiatives.
13% improvement in service levels while handling significant increase in chat volume.
Fibre Federal Credit Union empowered its employees to handle more high-value member interactions, streamlined internal operations, and achieved significant time and cost savings. By reinvesting those savings into employee programs and development, Fibre FCU is fostering a more engaged and efficient workforce.
59% of all Digital GVA interactions resolved without human intervention.
Projected to save $680K+ in 2025.
Reduced post-call wrap-up times with AI Interaction Wrap-Up.
By introducing Glia’s Digital AI, TDECU successfully automated a significant portion of its inbound inquiries, allowing it to serve members faster, 24/7, while empowering agents to focus on high-value, complex conversations that deepen member relationships.
62% reduction in call volume
72% decrease in abandonment rate
Decreased spend on overflow services
Banner Bank leveraged Glia’s Voice AI to reduce costs, improve customer and employee experiences, and enable strategic planning by automating routine inquiries and freeing up agents for more complex interactions and professional development.
63% increase in loan production with 25% less staffing
34% of calls are contained with Voice GVA, Heidi
Handling doubled volume, with improved service levels and 0 additional headcount
By implementing Glia's AI-powered platform, Heritage Federal Credit Union was able to improve service levels, offer 24/7 service availability across all channels, and double its service capacity, all without additional headcount – proving that excellent service and efficiency can go hand in hand.
91.97% monthly service level, with 99.35% as daily peaks.
Achieved as low as 0.65% abandonment rates
Seamlessly integrated chat, video, and audio across multiple touchpoints
Can a contact center handle more volume while also improving key metrics? Yes—just ask Azura Credit Union. In just one year, it generated dramatic gains in efficiency, ease of digital use, and conversions—all thanks to implementing ChannelLess® architecture.
Transitioned from standalone app to fully integrated digital support system.
Seamlessly blended voice, video, and personalized chat interactions.
Saved approximately 376 hours with multi-engage features.
Columbia Bank embraced cutting-edge digital strategies, transitioning from a standalone app to a fully integrated digital support system within their online banking platform. The result? A digital banking experience that's not just convenient, but personal too.
Dramatically reduced average handle times
Cut average speed of answer from 193 to 18 seconds
AI efficiency enhanced human-customer relationships
Service 1st Federal Credit Union significantly boosted efficiency and deepened connections by blending AI tools with human expertise. They improved efficiency while deepening customer connections. It's not about robots replacing people; it's about technology empowering humans to do what they do best–build relationships.
58% reduction in digital volume handling time
Email volume cut from 38% to 5% of interactions
Greatly increased customer satisfaction scores
Quontic Bank has mastered the art of ChannelLess® banking. By seamlessly integrating multiple channels to create a cohesive customer journey, Quontic Bank proves that improved efficiency and enhanced customer experience go hand in hand
5 Award Categories, Countless Reasons to Shine
