Case Study: $16B Community Bank achieves lower costs and better service with Glia

a $16B community bank cuts abandonment 72% with Glia

A $16 billion community bank faced overwhelming call volume, high agent turnover, and inefficient service due to an outdated contact center system and a lack of self-service options. This constant pressure left no time for agent training or strategic planning. To address these challenges, the bank partnered with Glia to implement its Banking AI Platform, including the Glia Banker AI agent.

By deploying Glia's AI solutions, the bank automated a significant portion of customer interactions, handling up to 80% of inquiries without human help. This resulted in a 72% reduction in call abandonment and a 34% drop in average speed to answer. Glia helped the bank save $198,000 on overflow and interpreter services, absorb the attrition of 8 full-time roles, and improve agent retention by 71%, allowing them to reinvest in staff development and strategic planning.