Glia, a leader in unified AI and human interaction platforms, has introduced Cortex AI Benchmarks, a powerful reporting dashboard that provides clear, peer-based visibility into the performance of AI tools across contact centers. With this innovation, Glia customers can measure their Customer AI and Agent AI effectiveness while benchmarking against peers and top-performing institutions—equipping them with actionable data to guide responsible and effective AI adoption.
A New Standard for AI Transparency
In an industry clouded with AI hype and buzzwords, Cortex AI Benchmarks delivers what contact center leaders truly need: clarity, context, and confidence.
- Evaluate the performance of Glia’s AI tools against industry-wide averages and top 25% performers
- Easily assess return on investment from Customer AI (e.g., Glia Virtual Assistant) and Agent AI tools
- Inform decision-making and resource allocation with precise, real-world benchmarks
“Our new Cortex AI Benchmarks tool makes it easy to see the impact. Customers can now quickly learn how Glia’s suite of AI tools are performing for their peers,” said Jake Tyler, Director of Conversational AI Strategy at Glia.
AI Performance Metrics Tracked
Understanding Rate
Measures how accurately the Glia Virtual Assistant (GVA) interprets customer queries and delivers relevant responses.
Containment Rate
Indicates how frequently the GVA resolves customer requests without escalation to a human agent.
Average Minutes Saved
Quantifies time saved through automation, including post-interaction surveys and documentation—freeing agents to focus on high-value interactions.
Proven Results in the Field
“The Virtual Assistant has cut wait times by 94% while maintaining member satisfaction,” shared Sergio Gagliardi, COO at Mid-Atlantic Federal Credit Union. “Features like AutoComplete, Wrap-up, and Agent Assist GVA act like a personal assistant—freeing our agents from routine tasks to focus on meaningful member connections.”
Accelerating AI Adoption with GVA Learning 360
The debut of Cortex AI Benchmarks follows the launch of GVA Learning 360, a pioneering solution that:
- Learns from top-performing human agents to auto-train the Virtual Assistant
- Shortens setup time dramatically
- Ensures consistent and high-quality customer experiences across both human and AI interactions
“With GVA Learning 360, organizations can effectively ‘clone’ their best reps,” added Tyler. “When paired with Cortex AI Benchmarks, we’re giving leaders the tools to deploy AI responsibly, efficiently, and with confidence.”
See It Live at Q2 CONNECT
Glia will showcase Cortex AI Benchmarks, GVA Learning 360, and more at Q2 CONNECT in Austin, Texas. Visit Booth 403 for hands-on demos of how Glia’s AI platform empowers financial organizations with real-time, responsible AI innovation.
