FIS has entered into a strategic partnership with Glia to enhance AI-driven customer interaction capabilities within FIS’s Digital One suite of retail and business banking solutions.

This collaboration aims to fortify financial institutions’ ability to offer secure, customized banking experiences to their clients, while simultaneously improving operational efficiency. By integrating Glia’s AI technology directly into the FIS Digital One online banking platform, AI agents will take charge of addressing routine queries 24/7, ensuring immediate responses without human intervention. More complex issues will be seamlessly directed to experienced human representatives who have access to comprehensive customer history, thereby streamlining issue resolution and enhancing overall service quality.

Enhancing Customer Support Ecosystem

FIS’s partnership with Glia is consistent with the company’s broader strategy for modernizing banking through its Banking Modernization Framework. The framework prioritizes open banking as a foundational element to drive operational transformation and improve customer interactions across various touchpoints—such as mobile applications, web portals, or direct conversations with live agents.

With Digital One, customers can expect a more cohesive user journey: access to consistent, contextually relevant information regardless of the chosen channel. This means that users will no longer have to repeat their details when switching between different platforms, significantly reducing frustration and enhancing overall satisfaction. Furthermore, faster resolution times are anticipated as AI agents address common concerns swiftly, allowing human representatives to focus on more intricate matters. The system also offers 24/7 availability for intelligent assistance, covering areas like account inquiries, transaction support, and rudimentary financial advice outside of regular business hours.