Glia, a leader in blending human and AI-powered customer service, has unveiled Cortex AI Benchmarks, a new analytics tool that allows organizations to track how their AI tools are performing and how they compare to others in the industry. This new reporting dashboard enhances Glia’s AI interaction platform, giving businesses the insights they need to adopt AI with greater confidence and clarity.
“Today’s contact center leaders aren’t looking for more hype; they want practical results they can trust,” said Jake Tyler, Director of Conversational AI Strategy at Glia. “Glia’s platform already supports hundreds of financial institutions. With Cortex AI Benchmarks, we’re showing them exactly how our AI tools are performing and how their results compare to others using Glia. That’s the kind of visibility organizations need to make smart choices.”
Tracking AI Results with Confidence
Cortex AI Benchmarks allows users to access essential performance data for both Customer AI and Agent AI features. It also lets them compare their performance to the average results of all Glia customers and the top 25% of users. These benchmarks give contact centers a better understanding of how they’re using AI and how they can improve. Key performance indicators include:
Understanding Rate: This shows how well the Glia Virtual Assistant (GVA) understands customer questions and provides relevant answers.
Containment Rate: This metric measures how often the GVA successfully resolves customer inquiries without needing to pass them to a human agent.
Average Minutes Saved: This tracks how much time is saved by automating tasks like post-call documentation and customer surveys.
These insights help organizations evaluate how effectively they are using AI and find opportunities to improve performance and efficiency, without removing the human element from customer service.
“Glia’s AI solutions have completely reshaped our member service operations,” said Sergio Gagliardi, Chief Operating Officer at Mid-Atlantic Federal Credit Union. “The Virtual Assistant has reduced member wait times by 94%, and it handles basic questions so our agents can focus on complex member needs. Tools like AutoComplete, Agent Assist GVA, and Interaction Wrap-up are like having an extra set of hands. They allow our agents to spend more time connecting with people instead of getting stuck in routine tasks.”
Faster AI Training and Smarter Adoption
The release of Cortex AI Benchmarks follows Glia’s recent launch of GVA Learning 360, a powerful new AI training tool. GVA Learning 360 observes how a company’s best human agents handle common inquiries, then uses this data to train the Glia Virtual Assistant. This dramatically shortens setup time, increases response accuracy, and ensures consistent communication between AI and human staff.
“Organizations want to use AI, but they face two main challenges: knowing whether their AI is working and understanding what success should look like,” Tyler explained. “With Cortex AI Benchmarks, they can track performance with real numbers. With GVA Learning 360, they can train their virtual assistant to match their best agents. Together, these tools make AI adoption more transparent, faster, and more effective.”
Tyler emphasized that many industries, especially those built on compliance and trust, need tools that support responsible AI adoption. “There’s a lot of noise in the market, but companies need AI they can trust. Our platform is designed to provide confidence and make sure both the human and AI sides of the service are working together to provide the best experience possible.”
Glia will showcase Cortex AI Benchmarks, GVA Learning 360, and additional AI innovations at Q2 CONNECT in Austin, Texas, this week. Attendees can visit booth 403 to see Glia’s responsible AI tools in action.
About Glia
Glia is a pioneer in Unified Interaction Management, transforming the way businesses communicate with customers. The Glia Interaction Platform combines voice, chat, and digital service with a ChannelLess® Architecture, removing data silos and context drops. This allows conversations to flow naturally across channels, without making customers repeat themselves or start over.
Glia’s technology helps businesses shift service between channels effortlessly and boost efficiency, customer satisfaction, and revenue. The company works with over 600 financial institutions, including credit unions, banks, insurance companies, and other trust-based organizations.
Glia has earned the Deloitte Technology Fast 500™ recognition five years in a row and is certified as a Great Place to Work, with a 97% employee satisfaction score. With more than $150 million raised from top investors and a company valuation exceeding $1 billion, Glia continues to lead in customer interaction innovation.
