Real-World Case Studies and Customer Success Stories with Glia Technologies, Inc

Unitus Community Credit Union used Glia to better serve the Hispanic community in Oregon. They launched a Spanish-language virtual assistant... and expanded chat, audio, and video support in Spanish. This led to a 428% increase in Spanish chats and an 87% containment rate for the virtual assistant. The average handle time was 2.21 minutes, and the abandonment rate dropped by 8.75%. These changes made banking more accessible and helped more members get financial support quickly.
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Glia helped WyHy Federal Credit Union unify its call center, digital, SMS, and virtual assistant systems. WyHy saw a 12%... increase in member interactions and a 10% improvement in service levels. The credit union achieved these results without adding new staff. Abandonment rates dropped by 5% after implementing Glia's call back feature. WyHy now delivers faster, more efficient support and improved member experiences.
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Glia Interaction Platform helped Silver State Schools Credit Union save $41,600 per month. The credit union reduced average phone wait... time by 59% and cut average handle time by over 2 minutes. Glia’s Phone GVA contained 33% of calls without human support. SSSCU unified digital and phone channels, improving member experience. The platform was deployed in under 100 days, streamlining training and operations.
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Glia helped Signal Financial Federal Credit Union unify its call center and digital channels on one platform. The credit union... saw a 219% increase in chat interactions and a 441% rise in video interactions. CoBrowsing use grew by 62%, making digital services more accessible for all members, including older adults. Staff training became easier, and support teams now handle all member requests from a single system. This digital-first approach improved member satisfaction and operational efficiency.
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Glia Digital helped Listerhill Credit Union boost mortgage sales by $2 million in one year. The platform enabled a 67%... phone call deflection rate and a 4.75 out of 5 customer satisfaction score. Listerhill used Glia to guide members through online mortgage applications and digital banking. The credit union increased its mortgage conversion rate to 12%, compared to the 3% industry average. Members now enjoy fast, personalized digital service and expanded self-service options.
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Glia Virtual Assistant helped Illinois Community Credit Union (ICCU) attract younger members and improve financial literacy. ICCU used Glia’s AI-powered... "Ava Answers" bot to provide 24/7 answers to common financial questions. The solution enabled ICCU to support members in English and Spanish, expanding reach beyond its three branches. About half of ICCU’s 11,000 members now bank digitally, showing strong adoption of Glia’s digital customer service. ICCU also streamlined its technology stack, centralizing digital, AI, and phone support on one platform.
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Glia helped Harvard Federal Credit Union upgrade its aging phone system and unify all member interactions on a single platform. The credit union... deployed Glia Voice, digital channels, and a virtual assistant to support members across phone, chat, and automation. This led to a 45% increase in digital interactions, a 65% decrease in average wait time, and a 43% rise in total engagements. Staff training and reporting became easier with one platform. Members now enjoy faster, more flexible service online and by phone.
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Glia's Interactive Virtual Branch helped Home Bank of California extend its reach by 60 miles. The bank enabled real-time digital... support, letting customers choose video, chat, or co-browsing. 75% of customers accepted video engagements. The average wait time dropped to just 20 seconds. The solution allowed the bank to serve more customers without opening new branches. Staff could help clients online as if they were in the branch, improving efficiency and service.
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Heartland Credit Union used Glia to centralize its expert service team during a major merger. By implementing Glia Voice and... Glia Digital, Heartland improved service levels by 30% and cut abandonment rates by 62%. The credit union reduced handle time by 40% and upskilled five frontline roles into a specialized digital team. Members now access expert help from any branch using chat, video, or CoBrowsing. Heartland scaled service without adding headcount, driving higher satisfaction and efficiency.
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Glia Digital helped Gulf Coast Educators Federal Credit Union expand across Texas. The credit union used Glia to offer digital-first... customer service, both online and in-branch. Over 70% of members now engage digitally, and average wait times dropped to 17 seconds. Remote experts are available through in-branch video kiosks, improving member satisfaction. The solution enabled GCEFCU to manage large increases in digital engagement and support growth during the pandemic.
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Glia Virtual Assistant and Glia Digital helped Community Bank manage rising contact center volumes. The bank used AI-driven self-service to... resolve 61% of inquiries without human help. This reduced average wait times by 90% and saved over 4,600 staff hours each year. Customers could easily switch from chatbot to live reps for complex needs. The solution improved customer satisfaction and supported 24/7 digital banking.
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Glia helped Columbia Bank boost digital account openings by 980% and loan dollars by 511%. The bank used Glia's Interaction... Platform to deliver seamless digital banking with chat, OnScreen Voice, and CoBrowsing. Average wait time dropped by 90% and abandonment rate fell by 45%. Columbia Bank unified digital communications during a major merger, handling higher customer volumes efficiently. The solution enabled both routine and complex banking tasks online, improving customer satisfaction and operational efficiency.
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Glia helped a $16B community bank automate 60% of call volume using AI. The bank saved $198,000 by reducing overflow... and interpreter costs. Call abandonment dropped by 72% and average speed to answer fell by 34%. Eight full-time roles were absorbed through natural attrition, with no backfill needed. Agents now have more time for training and enjoy better work-life balance. The bank improved agent retention by 71% and cut turnover to 14%.
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Glia helped Expedition Credit Union unify digital and phone support on a single platform. During a digital banking conversion, 100%... of live engagements moved to this unified system. 65% of members said they would have called if digital was not available. The platform doubled the number of interactions handled during the transition. Staff found the system easy to learn and use. Member satisfaction and cross-sell opportunities increased with seamless channel transitions.
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Texas Tech Federal Credit Union used Glia Voice AI to improve member service and operational efficiency. The credit union replaced... its legacy CCaaS with Glia, unifying voice and digital channels. Within weeks, it contained 25% of phone calls with AI, saving 81 agent hours monthly. Agent training time dropped by 33%. Digital engagement rose 8.6%, and average speed of answer improved by 50%. Managers gained 14 hours per month for coaching, and reporting tools enabled better strategic decisions.
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Glia AI helped Granite Credit Union open four new branches without hiring more staff. The platform unified in-branch and call... center teams, automated routine inquiries, and improved service for Spanish-speaking members. Granite saved 1,400 hours of manual agent work in four months, cut call abandonment rates by 55%, and lowered average handle time by 25%. Member satisfaction rose to 4.7 out of 5. Glia's AI-powered solutions enabled smarter staffing and better member service.
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Glia Voice AI helped Service 1st Federal Credit Union boost loan dollars by 21% from its digital center. The credit union... used Glia Virtual Assistants to answer 100% of calls, with 37% fully handled by AI. This led to a 96% drop in call abandonment and a 91% cut in wait times. Service 1st saved 69 agent hours per week, letting staff focus on loan growth and member service. The unified Glia platform improved both agent and member experiences.
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Glia voice AI helped Busey Bank add 30,000 new customers after a $7B acquisition without hiring more staff. The bank automated... 61% of calls and cut agent wrap-up time by 50%. Advisors handled only 5% more calls despite a 25% growth in the customer base. Busey repurposed frontline staff for strategic roles and exceeded all service targets. Glia Virtual Assistants and voice AI improved efficiency, customer experience, and scalability.
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Glia Digital helped AmeriCU Credit Union boost self-service usage by 23% and triple digital interactions. The platform enabled digital chat,... OnScreen voice, and AI-powered virtual assistant, reducing average handle time by a third. AmeriCU achieved a 4.75/5 CSAT and a 66 NPS. Employees gained remote work options and improved efficiency, while members enjoyed faster, more personal service.
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Glia unified digital and phone support for Expedition Credit Union on a single platform. During a digital banking conversion, 100%... of live engagements moved to Glia, doubling interaction volume. 65% of members said they would have called if digital was not available. Staff found the system easy to learn, helping deliver seamless member support. The ChannelLess platform improved member satisfaction and enabled smooth transitions between chat, voice, and departments.
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Glia Digital helped Dover Federal Credit Union cut average handle time by 21% and reduce average wait time by 40%. The credit union... used Glia to expand digital services, including video banking, and improve both member and employee experiences. Glia's platform let members move easily between chat, voice, and video, boosting efficiency. Dover Federal handled more interactions with fewer staff and saw higher employee satisfaction. The digital-first approach supported rapid membership growth and better service.
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Glia Voice and Glia Digital helped Heartland Credit Union boost its contact center. Service level hit 97%, up 30%. Abandonment... rate dropped 62%. Average handle time fell 40%. Monthly service capacity rose 42%. Heartland used chat, video, and CoBrowsing to help members faster. Real-time data and reporting improved staffing and member experience.
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Glia Voice AI helped Heritage Federal Credit Union exceed 151% of its annual loan growth target. The credit union doubled... its service volume with 20% more workforce efficiency and 25% less staff. AI automated or enhanced 100% of member interactions, reducing average handle time by 18% and increasing service levels by 16%. Heritage used Glia to replace legacy systems, unify channels, and empower agents, driving growth without extra hiring.
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Glia Digital and Glia Voice helped Columbia Credit Union reach a 92% first call resolution rate. The credit union improved... answer rates to 91% during a full-day auto attendant outage. Members now wait 30% less on hold year-to-date. Glia Virtual Assistant "River" gives 24/7 support and handles routine questions. Leadership uses Glia’s reporting to manage queues and improve service. Columbia Credit Union unified digital and voice channels for better member experience and efficiency.
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Glia helped Expedition Credit Union unify digital and phone support on a single platform. During a digital banking conversion, 100%... of live engagements moved to this unified system. 65% of members said they would have called if digital was not available. The platform doubled the number of interactions handled during the transition. Staff found the system easy to learn, which made training fast. Members can now switch channels without starting over, improving satisfaction and engagement.
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Glia Interaction Platform helped Expedition Credit Union unify phone and digital support. The credit union needed to eliminate siloed channels... and deliver seamless member experiences. With Glia, members can switch between chat, voice, and video without starting over. Staff training became easier with one platform. After implementing Glia, Expedition completed a digital banking conversion and doubled monthly interactions.
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Glia helped Community First Credit Union boost member engagement with a human-centric digital strategy. The credit union used Glia’s platform... to offer live, real-time support and proactive loan guidance online. In the first year, Community First saw a 9-fold increase in proactive engagements and doubled loan production. Total loans grew by 7%, fueling 17.3% overall growth in 2021. Members reported high satisfaction with the personalized digital service.
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Glia Digital and Glia Voice helped Columbia Credit Union boost efficiency and member satisfaction. The credit union achieved a 92%... first call resolution rate and a 30% reduction in on-hold wait times. During a full-day phone outage, they maintained a 91% answer rate using Glia's digital channels. The Glia Virtual Assistant resolved over half of member inquiries, freeing agents for complex issues. Digital communications grew by 62% in two years, showing strong adoption of digital-first service.
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Glia voice AI helped Busey Bank add 30,000 new customers after a $7B acquisition without hiring more staff. The bank automated... 61% of calls and cut agent wrap-up time by 50%. Advisors handled only 5% more calls despite a 25% growth in the customer base. Two frontline employees moved to strategic roles, and 14 branches received overflow support from the main call center. Busey improved service, upskilled staff, and exceeded performance targets using Glia's AI platform.
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Glia helped Bank of Guam increase digital interactions by 53%. The bank unified its call center and digital service teams... using the Glia Interaction Platform. This move cut average phone wait times by 30 minutes. Bank of Guam now offers digital-first options, 24/7 chatbot support, and seamless phone service. Employees train faster and manage all channels from one platform. The bank uses live data to improve customer service and accountability.
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Glia helped Heartland Credit Union transform its contact center. Heartland used Glia Voice and Glia Digital to improve member experience... and reduce agent overload. The credit union achieved a 97% service level, a 62% drop in abandonment rate, and a 40% reduction in average handle time. Monthly service capacity increased by 42%. Members now enjoy faster, more personal service across chat, video, and phone. Staff are less stressed and more empowered with real-time data and unified tools.
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Glia Interaction Platform helped Acadia Federal Credit Union unify digital and phone support. Acadia achieved a 75.3% digital containment rate... and a 4.76 out of 5 CSAT. Members can chat, call, or video with staff, switching channels easily. CoBrowsing made online help simple and safe. Staff now work remotely and train quickly. Acadia kept its personal service while growing digital adoption.
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Glia Voice AI helped Service 1st Federal Credit Union boost loan growth by 21% in its digital center. The credit union... used Glia Virtual Assistants to answer 100% of calls, with 37% fully handled by AI. This led to a 96% drop in call abandonment and a 91% reduction in wait times. Agents saved 69 hours per week, allowing more focus on member relationships and loan support. Service 1st reinvested these gains into its people, improving both member and agent experiences.
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Glia helped Heritage Federal Credit Union exceed 151% of its annual loan growth target using voice AI. The credit union... doubled its service capacity and handled twice the volume with 25% less staff. AI automated or enhanced 100% of member interactions, reducing average handle time by 18% and increasing service levels by 16%. Heritage used Glia to shift agents from routine tasks to revenue-generating activities, driving a 2.5x increase in loan growth. The solution enabled virtual expansion and deeper member relationships.
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Glia helped Dover Federal Credit Union cut average handle time by 21% and reduce average wait time by 40%. The credit union... used Glia's digital-first platform to expand video banking and online chat for remote members. Dover Federal consolidated all digital interactions, improving both member and employee experiences. Membership interactions increased by 13% with fewer staff. Dover Federal now delivers seamless, digital-first member service.
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Glia Digital helped AmeriCU Credit Union triple digital interactions and boost self-service by 23%. The credit union reduced average handle... time by a third and achieved a 4.75/5 CSAT and 66 NPS. Members now use digital chat, OnScreen voice, and an AI-powered virtual assistant for support. Employees benefit from remote work options and improved training. AmeriCU retains high member satisfaction while expanding digital-first services.
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Glia helped Granite Credit Union open four new branches without hiring more staff. The credit union used Glia's AI platform... to automate routine inquiries and support both English and Spanish-speaking members. This saved 1,400 hours of manual agent work in just four months. Call abandonment rates dropped by 55%, and average handle time fell by 25%. Member satisfaction with digital services reached 4.7 out of 5.
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Glia helped Azura Credit Union cut average phone wait times by 50% and boost digital interactions by 54% in just 30 days. The credit union... unified chat, video, and voice channels, letting members choose how to connect. Abandon rates dropped to 0.65% and service levels reached 92%. Agents now handle more chats at once, raising efficiency. Azura also saw a 40% drop in in-branch wait times after digitizing account and loan processes.
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State Fund used Glia's digital customer service platform to improve its workers’ compensation application process. The company reduced its online... application from 88 to 25 questions, cutting quote times from three days to minutes. Glia’s Chat, CoBrowsing, and OnScreen Voice features helped double online policy conversions and nearly eliminate abandonment rates. Customer satisfaction reached 4.8 out of 5 for Glia engagements. The solution also reduced policy corrections and error-related pricing adjustments.
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Glia’s Digital Customer Service platform helped a Fortune 100 P&C insurer boost online policy conversions by 35%. The insurer unified... digital experiences across sales, service, claims, billing, and agent portals. AI bots and CoBrowsing reduced average handle time by 20% and improved customer satisfaction. The platform enabled seamless transitions between chat, voice, and video, cutting drop-offs and increasing completed applications. The insurer also streamlined IT helpdesk and billing operations, supporting over 50,000 employees with a single digital solution.
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Glia helped Experian Insurance Services transform its sales and service experience. EIS deployed Glia’s Digital Customer Service platform and chatbot... to let customers engage online, by phone, or with AI. The company reduced average handle time by 30 seconds and achieved a 97% chat service level while handling 7x more chats. EIS saved $2 million and reached an 81 Net Promoter Score. Staff now use one system for phone and digital, improving efficiency and customer support.
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Glia helped Celina Insurance Group upgrade from a basic chat tool to a full digital customer service platform. Agents now use... chat, voice, video, screen sharing, and CoBrowsing to connect with Celina teams. The new system lets agents get help faster and choose who they talk to. Celina saw a 4.93 out of 5 agent satisfaction score and a 10 out of 10 support rating. The solution improved agent loyalty and made support more efficient.
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NewtekOne has implemented Glia Voice across its 24/7/365 client support model. This integration aims to enhance real-time AI coaching, client... intelligence, and agentic AI capabilities, improving customer engagement and support efficiency.
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NewtekOne has expanded its client service platform by deploying Glia's AI technology, enhancing its 24/7 support model. The integration includes... Glia Voice for unified communication across channels and introduces AI capabilities like real-time coaching and sentiment analysis. This deployment aims to improve client interactions and operational efficiency in NewtekOne's financial services.
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NewtekOne expands its client service platform by integrating Glia's technology, enhancing customer engagement capabilities.