Case Study: Busey Bank adds 30,000 households without extra headcount with Glia voice AI

Busey Bank adds 30,000 households without extra headcount with Glia

Busey Bank, a regional bank with $18.9B in assets, faced the challenge of integrating 30,000 new households from a major acquisition without compromising its customer service standards or increasing operational headcount. They partnered with Glia to implement its voice AI solution, Glia Banker, to handle the anticipated surge in high-volume, low-value customer calls efficiently.

By deploying Glia's voice AI, Busey Bank automated 61.5% of its calls, which dramatically reduced the burden on its human agents. This allowed the bank to successfully manage the 25% growth in its customer base without hiring additional staff. The solution also resulted in a 50% reduction in agent wrap-up time and enabled Busey to repurpose two frontline employees into more strategic, high-value roles, all while exceeding its performance targets.

Busey Bank