Digital customer service provider Glia has integrated its platform into Jack Henry’s Banno Digital Platform to provide clients with a more comprehensive customer experience.

The New York-based Glia earlier this month directly integrated its digital customer service (DCS) technology into the Banno Digital Platform through Jack Henry’s existing APIs, according to a release from the core provider.

“We have been working with Jack Henry’s customers and others in the market in terms of delivering a complete customer service solution,” Steve Kaish, senior vice president of product marketing at Glia told Bank Automation News. “The solution is designed to work exclusively within the digital banking environment.”

Through the integration, Jack Henry clients have access to Glia’s virtual assistants, “which are prebuilt for 800-plus use cases that we see across regional banks and credit unions,” Kaish said, noting the pre-built assistants offer customizable contact center experiences which can be up and running in six weeks.

Glia’s virtual assistant bots will help answer common customer questions within the Banno platform, including the location of the nearest branch and its hours of operations. The technology can also provide instant details on client accounts without contacting a customer service representative, Kaish added.

Glia is also able to share a banking client’s screen with a digital agent and move from a chat conversation to a video conversation with the same representative, according to a company release.

The integration has been in the works for 18 months and is available to all banks that are customers of the Banno platform, the release said. Financial institutions, including $2.9 billion MVB Bank, recently selected the Jack Henry platform for RTP capabilities.

The partnership and the integration of Glia’s customer service platform into Banno will provide Jack Henry clients with a customizable solution that can be tuned to a particular financial institution’s needs, Kaish told BAN.

“[Banks] can add their particular branding and information [in the Banno platform] to customize the experience,” he said. “If they want to tailor even what the answer to a client’s question is, or how they answer it, or if they want to push them to an existing page on their website or within their digital banking, they can do that too.”

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