Glia Unveils AI Assistant That Learns From Human Agents

Glia, a provider of unified interaction management technology, has launched a virtual assistant that learns from human agent conversations rather than relying solely on written documentation.

The company announced Glia Virtual Assistant (GVA) Learning 360 on 31 March, describing it as the first AI solution that studies how a contact centre's representatives respond to customer requests and uses this intelligence to generate automated answers.

This approach differs from conventional AI assistants that primarily use written documents for their knowledge base, according to the company.

“Most institutions have been forced to choose between quick-to-deploy but generic AI or spending months manually training a bot that still can't match their best agents,” says Jacob Tyler, Director of Conversational AI Strategy at Glia. 

“GVA Learning 360 eliminates this compromise by allowing financial institutions to effectively 'clone' their best human representatives.”

Industry context

The launch comes as financial institutions seek AI solutions to meet customer expectations without overwhelming their contact centres.

Many firms have faced challenges with fragmented knowledge sources, outdated documentation, and capturing agents' practical expertise when implementing virtual assistants—often requiring substantial time investment in manually creating responses.

The new tool addresses these issues by generating responses based on conversations among top-performing agents combined with internal resources. 

This approach aims to reduce setup time while creating consistent and accurate responses for contact centre managers to review.

“Think of a typical virtual assistant as that one coworker who keeps using last year's manual—giving customers wrong information because they never got the memo on the new policy,” Tyler says. 

“GVA is the opposite—it comes out-of-the-box as a banking industry expert. And GVA Learning 360 can also quickly become an expert in your specific business, learning from your best agents as well as your internal documents and knowledge.”

Technical capabilities

This AI assistant builds upon Glia's existing virtual assistant, which the company states has been pre-trained on more than 900 banking scenarios.

With the enhancements, the system can incorporate the specific knowledge, policies and processes of financial institutions by reviewing how experienced agents have answered similar questions previously. 

The company claims this will accelerate deployments and improve time-to-value.

The technology utilises what Glia terms “panoramic awareness”—simultaneously accessing customer interaction histories, incorporating expertise from an organisation's agents, and processing internal documentation. 

This creates what the company describes as an “intelligence flywheel,” where the AI-powered assistants learn from human agents and then automate customer interactions.

“Our clients don't have the resources to constantly monitor and retrain AI,” Tyler says. 

“GVA Learning 360 isn't just another static chatbot—it's your smartest, most agile employee. It continuously evolves with every interaction, ensuring your customer service remains exceptional and your brand consistently shines.”

The announcement reinforces Glia's ChannelLess architecture—a system that integrates communications channels to provide unified customer experience. 

This architecture enables transitions between channels, provides a single platform for service team support and delivers unified administration and reporting across the contact centre.

Glia will preview GVA Learning 360 capabilities at industry events including Alkami Co in Nashville, Tennessee and Candescent Accelerate in New Orleans.

Glia provides a platform that unifies voice, digital customer service  and AI through its Unified Interaction Management approach. 

The company has partnered with more than 600 insurance companies, banks, credit unions, and other financial institutions. It has raised more than US$150m in funding and was recently valued at over US$1bn.

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