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FIS has partnered with Glia, an innovator in AI-powered digital banking interactions, to deliver advanced, personalized customer engagement across the FIS Digital One suite. This collaboration enables banks and credit unions to create seamless, intelligent, and human-centered experiences across every customer touchpoint.
Through the integration of Glia’s AI for All platform, FIS is embedding next-generation AI capabilities directly into its online and mobile banking solutions. The technology combines the efficiency of AI-driven automation with the empathy and expertise of human service, creating a unified digital ecosystem that operates around the clock. Customers benefit from instant, context-aware support while frontline teams gain the ability to focus on high-value interactions rather than repetitive inquiries.
“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. It truly represents the future of banking—where intelligent automation meets human insight.”
Takeaway
FIS’ partnership with Glia embeds AI directly into digital banking, delivering continuous, personalized support that blends automation with human expertise.
Driving Seamless, 24/7 Banking Experiences
The enhanced Digital One platform leverages AI to deliver a truly omnichannel customer experience. Users can interact with their banks across web, mobile, or live chat without losing context, ensuring frictionless transitions between automated and human support. The result is a more consistent and responsive service model that mirrors the attentiveness of in-branch interactions in a fully digital environment.
The platform’s new AI capabilities include:
- Seamless cross-channel continuity: Customers enjoy consistent, context-aware conversations whether online, in-app, or with human agents—eliminating the need to repeat details.
- Faster resolutions: AI agents handle routine inquiries instantly and route complex issues to the most qualified representatives, improving first-contact resolution rates.
- 24/7 availability: AI-powered assistance provides support for transactions, account management, and basic guidance outside of traditional banking hours.
“Financial institutions today face the dual challenge of meeting rising customer expectations while managing operational costs,” said Dan Michaeli, CEO and Co-founder of Glia. “Adding Glia’s AI-powered platform to FIS’s digital banking suite creates a powerful solution that doesn’t force organizations to choose between efficiency and experience—they can have both.”
Takeaway
With Glia’s AI for All™ integrated into FIS’ Digital One, financial institutions can deliver consistent, intelligent customer support across every digital channel, 24/7.
Empowering Institutions To Balance Efficiency And Experience
The FIS–Glia partnership reflects the growing industry shift toward AI-driven personalization in financial services. By embedding digital intelligence directly within FIS’ platforms, banks and credit unions can reduce operational costs while delivering tailored, responsive service experiences at scale.
Institutions using the enhanced Digital One suite gain access to a “virtual workforce” of AI agents that augment human teams, improving engagement efficiency and freeing up staff to focus on complex financial needs. This approach supports FIS’ broader Banking Modernization Framework, which emphasizes open banking, interoperability, and customer-centric innovation.
“We work hard to maintain the customer trust that we’ve prided ourselves on for 130 years,” said Karla West, Call Center Manager and AVP at PrimeSouth Bank. “With our partnerships with FIS and Glia, our digital experience is as personalized and supportive as our in-branch service. It’s about meeting customers right where they are—instantly and intelligently.”
Takeaway
The integration empowers banks to combine AI-driven automation with human empathy—meeting customer expectations while maintaining operational excellence.
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