Core Insights - FIS has partnered with Glia to integrate AI technology into its Digital One suite, aiming to enhance customer service for retail and business banking products [1][2] - The integration is designed to provide financial institutions with tools for a more personalized and efficient customer experience, addressing routine inquiries with AI while escalating complex issues to human agents [1][4] Group 1: Technological Integration - The collaboration allows banks and credit unions to benefit from a virtual workforce while maintaining high-touch, personalized service [2] - The AI agents are programmed to handle basic inquiries immediately, which is expected to reduce wait times and improve first-call resolution rates [4] - The service is context-aware and available across various platforms, including mobile apps and web platforms [4] Group 2: Operational Efficiency - The integration aligns with FIS's Banking Modernisation Framework, emphasizing open banking as a key element for transforming operations and customer experiences [3] - Bank staff can focus on more complex customer interactions rather than repetitive tasks due to the AI's capabilities [3] - The AI system can manage account inquiries, transaction support, and provide basic financial advice outside standard banking hours [5] Group 3: Strategic Developments - Glia's CEO highlighted that the AI-powered platform allows organizations to achieve both efficiency and customer experience without compromise [5] - In May, FIS launched the Money Movement Hub, which streamlines payment processing across multiple networks for financial institutions [5]