FIS Brings AI-Powered Advancements to Seamless, Personalized Digital Banking Experiences
MWN-AI** Summary
FIS has announced a strategic partnership with Glia to enhance its Digital One online banking platform through the integration of Glia's AI-powered customer interaction capabilities. This collaboration aims to provide financial institutions with a multi-channel digital interaction solution that combines AI-driven service and personalized human support, creating superior banking experiences for customers.
The integration allows AI agents to handle routine inquiries around the clock, efficiently routing complex issues to qualified human agents based on full context. This dual approach not only reduces resolution times but also ensures that services adapt to individual customer needs. By embedding advanced AI into a trusted digital banking infrastructure, FIS enables financial institutions to modernize their customer service operations without disrupting existing systems, thereby realizing the benefits of a virtual workforce alongside high-touch service.
Key advancements of the upgraded Digital One platform include seamless transitions across mobile and web channels, providing consistent context-aware interactions regardless of the touchpoint. Customers receive quicker resolutions, significantly enhanced through AI's ability to manage straightforward inquiries, while complex issues are directed to appropriate human representatives, improving first-call resolution rates.
Furthermore, the platform guarantees 24/7 access to intelligent assistance, allowing customers to receive support for account inquiries and basic financial guidance outside traditional banking hours. This strategic enhancement addresses the increasing consumer expectations for timely, effective support while also managing operational costs.
In summary, FIS' partnership with Glia exemplifies the future of banking where intelligent automation meets human insight, transforming customer experiences and solidifying the ongoing commitment to exceptional service in the digital age.
MWN-AI** Analysis
FIS's recent integration of Glia's AI-powered customer interaction platform into its Digital One online banking suite represents a transformative step in the digital banking landscape. This strategic partnership enables financial institutions to leverage advanced AI capabilities, enhancing customer engagement and operational efficiency.
The key market takeaway from this development is the dual advantage of improved customer satisfaction and cost management. With AI handling routine inquiries 24/7, financial institutions can significantly reduce wait times and enhance first-call resolution rates, fostering loyalty among customers accustomed to high levels of service. This addresses the prevalent industry challenge of escalating customer expectations against the backdrop of tight operational budgets.
Investors should closely monitor institutions that adopt FIS's enhanced Digital One platform, as they stand to benefit from improved efficiency and customer experiences. The ability to seamlessly blend AI with human support ensures a continuous, context-aware interaction, which is vital in today's fast-paced digital ecosystem.
Moreover, FIS's emphasis on not disrupting existing systems positions it favorably within the market. Financial institutions that transition to this advanced platform can do so with reduced risk, allowing them to innovate without the burden of overhauling their entire technology stack. This is particularly crucial for mid-size and smaller institutions looking to compete against larger banks with more extensive resources.
In addition, FIS's focus on open banking as part of its Banking Modernization Framework aligns perfectly with the industry's shift toward greater transparency and customer-centric services. Investors should consider the long-term implications of these advancements, as they may influence market share and profitability.
In summary, FIS's integration of Glia’s AI solutions positions it and its clients at the forefront of the evolving digital banking landscape. Financial institutions leveraging this technology could gain a competitive edge, making them appealing investment opportunities as the market adapts to new technologies in customer service and engagement.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Key Facts
- FIS has integrated Glia's AI-powered customer interaction platform into FIS’ Digital One online banking platform, enabling financial institutions to deliver a multi-channel digital interaction solution that blends AI-based service with high-touch human support for superior banking experiences.
- The native ecosystem integration allows AI agents to quickly respond to routine inquiries 24/7 while intelligently routing complex issues to qualified human agents, delivering reduced resolution times and personalized service that instantly adapts to individual customer needs.
- By embedding advanced AI capabilities into FIS' trusted digital banking infrastructure, financial institutions can modernize customer service operations without disrupting existing systems, reaping the benefits of a virtual workforce and high-touch, personalized service.
FIS ® (NYSE: FIS), a global leader in financial technology, today announced a strategic partnership with Glia, a leader in AI-powered banking interactions, to deliver advanced AI-powered customer engagement capabilities across FIS' Digital One suite of retail and business banking products. This strategic integration enables financial institutions to provide their customers with seamless, intelligent, and personalized banking experiences while driving operational excellence.
Integrated directly into FIS' Digital One online banking platform, Glia’s AI for All™ creates a unified ecosystem where AI and human expertise work together to serve bank customers more effectively. AI agents quickly respond to routine inquiries 24/7 while intelligently routing complex issues to qualified human agents with full context, delivering reduced resolution times and personalized service that adapts to individual customer needs.
Bank customers get the quick, personalized support they deserve, while frontline teams are freed from repetitive and mundane tasks, allowing them to focus on high-impact interactions.
"At FIS, we're committed to unlocking financial technology at every touch point of the customer experience," said Hashim Toussaint, Head of Retail Digital & Open Banking at FIS. "By integrating Glia's sophisticated AI and digital interaction capabilities into our Digital One platforms, we're enabling banks and credit unions to reap the benefits of a virtual workforce and high-touch, personalized service. This new technology aligns perfectly with our recently announced Banking Modernization Framework, where open banking serves as a cornerstone for institutions looking to transform their operations and customer experiences. It truly represents the future of banking—where intelligent automation meets human insight."
The advanced Digital One platform now delivers:
- Seamless transfer experience across channels: Customers enjoy consistent, context-aware interactions whether they're using mobile applications, web platforms, or speaking with live agents, eliminating the frustration of repeating information across touch points.
- Faster resolution times : AI agents handle routine inquiries instantly while intelligently routing complex issues to the most qualified human agents, significantly reducing wait times and improving first-call resolution rates.
- 24/7 availability: Customers can access intelligent assistance around the clock, with AI agents capable of handling account inquiries, transaction support and basic financial guidance outside traditional banking hours.
"Financial institutions today face the dual challenge of meeting rising customer expectations while managing operational costs," said Dan Michaeli, CEO and cofounder of Glia. "Adding Glia’s AI-powered platform to FIS’s digital online banking products creates a powerful solution that doesn't force organizations to choose between efficiency and experience—they can have both."
"We work hard to maintain the customer trust that we’ve prided ourselves on for 130 years, and to do that, we’ve invested in partnerships with both FIS and Glia to ensure our web and mobile presence is as personalized, quick, and supportive as our in-branch experience,” said Karla West, Call Center Manager, AVP, PrimeSouth Bank. “We have a truly continuous digital experience where customers can get the help they need instantly—whether they're just browsing our site or managing their account. It's about meeting them right where they are with the same high-touch service they'd find in our branches."
Financial institutions interested in learning more about FIS' enhanced Digital One platforms can contact their FIS representative or visit www.fisglobal.com/digital-banking .
FIS is a financial technology company providing solutions to financial institutions, businesses and developers. We unlock financial technology that underpins the world’s financial system. Our people are dedicated to advancing the way the world pays, banks and invests, by helping our clients confidently run, grow and protect their businesses. Our expertise comes from decades of experience helping financial institutions and businesses adapt to meet the needs of their customers by harnessing the power that comes when reliability meets innovation in financial technology. Headquartered in Jacksonville, Florida, FIS is a member of the Fortune 500® and the Standard & Poor’s 500® Index.
To learn more, visit www.fisglobal.com . Follow FIS on Facebook , LinkedIn and X .
View source version on businesswire.com: https://www.businesswire.com/news/home/20251009875977/en/
Kim Snider
Senior Vice President
FIS Global Marketing and Communications
904.438.6278
kim.snider@fisglobal.com
FAQ**
How does the integration of Glia's AI-powered platform with Fidelity National Information Services Inc. FIS enhance customer service operations for financial institutions using the Digital One online banking platform?
In what ways can financial institutions leveraging Fidelity National Information Services Inc. FIS's partnership with Glia address rising customer expectations while managing operational costs effectively?
Can you explain how Fidelity National Information Services Inc. FIS ensures the seamless transfer of customer interactions across different channels through its collaboration with Glia's AI technology?
What impact has the integration of AI technology from Glia had on resolution times and overall customer satisfaction for those banking with Fidelity National Information Services Inc. FIS's enhanced Digital One platforms?
**MWN-AI FAQ is based on asking OpenAI questions about Fidelity National Information Services Inc. (NYSE: FIS).
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