Unlike Traditional Chatbots, GVA Learning 360 Absorbs the Wisdom of Human Agents, Not Just Documents—Cutting AI Onboarding Time and Bringing Uniformity to AI and Human Customer Experiences
Glia, the leader in customer interaction technology, announced Glia Virtual Assistant (GVA) Learning 360, a first-of-its-kind AI solution that learns how a contact center’s best agents would respond to a customer request and uses the intelligence to automatically generate answers for their GVA—significantly advancing beyond industry-standard AI virtual assistants that rely solely on written documents.
“Most institutions have been forced to choose between quick-to-deploy but generic AI or spending months manually training a bot that still can’t match their best agents,” said Jacob Tyler, Director of Conversational AI Strategy at Glia. “GVA Learning 360 eliminates this compromise by allowing financial institutions to effectively ‘clone’ their best human representatives. Organizations can rest assured that their customers receive the highest quality experience from the best-matched agent—human or AI—for their unique circumstances.”
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GVA Learning 360 arrives at a pivotal time as financial institutions search for AI solutions that help them meet heightening customer expectations without straining their contact centers. Historically, many financial institutions have struggled with fragmented knowledge sources, outdated documentation, and the inability to capture agents’ practical expertise when setting up a virtual assistant—often investing significant time manually drafting responses. GVA Learning 360 addresses these challenges by generating responses based on real conversations among top-performing agents and internal resources. This reduces setup time and generates intelligent, consistent, and accurate responses for contact center leaders’ review.
“Think of a typical virtual assistant as that one coworker who keeps using last year’s manual—giving customers wrong info because they never got the memo on the new policy,” Tyler said. “GVA is the opposite—it comes out-of-the-box as a banking industry expert. And GVA Learning 360 can also quickly become an expert in your specific business, learning from your best agents as well as your internal documents and knowledge.”
GVA Learning 360 builds on existing GVA’s deep banking industry intelligence, pre-trained on more than 900 banking scenarios. With the new enhancements, GVAs now instantly absorb the specific knowledge, policies, and processes of any financial institution, learning how to answer questions by reviewing how your best agents have answered the same questions in the past. Financial institutions experience dramatically accelerated deployments, rapid time-to-value, and smarter, more helpful AI Assistants.
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With GVA Learning 360, GVAs now have panoramic awareness—they simultaneously “see” customer interaction histories, “hear” the expertise of an organization’s best agents, and “read and absorb” internal documentation. This creates a unique intelligence flywheel for Glia customers, with AI-powered GVAs learning from their human agent colleagues and then seamlessly automating customer interactions.
“Our clients don’t have the resources to constantly monitor and retrain AI,” Tyler said. “GVA Learning 360 isn’t just another static chatbot—it’s your smartest, most agile employee. It continuously evolves with every interaction, ensuring your customer service remains exceptional and your brand consistently shines.”
Today’s announcement reinforces Glia’s ChannelLess architecture, ensuring a unified customer experience that drives satisfaction, increases efficiency, and eliminates channel disconnect. Glia’s ChannelLess® architecture seamlessly integrates all communications, at every level, enabling easy transitions between channels, providing a single platform for service team support, and delivering unified administration and reporting across the contact center.
Beginning today, Glia will be previewing GVA Learning 360 capabilities at Alkami Co:lab in Nashville, Tennessee, and Candescent Accelerate in New Orleans. Attendees of both trade shows are encouraged to visit booth 207 (Alkami Co:lab) and booth 413 (Candescent Accelerate) to be among the first to see GVA Learning 360.
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Source – businesswire
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