For anyone who has struggled to be understood by an automated customer service agent or had to start a complicated transaction over with a new agent after a dropped call, Dan Michaeli feels your pain, and has done something to remedy it. Michaeli is the co-founder and CEO of Glia, an AI-driven customer interactions platform that offers a seamless, “ChannelLess®” experience, allowing transactions to move easily between screen and voice, preventing call drops and restarts.
Michaeli chose to launch Glia in the financial services industry, with its high stakes and strict regulations. In Michaeli’s words, bringing AI to financial services is analogous to what Frank Sinatra sang about show business in New York: If you can do it here, you can do it anywhere. Focusing on the financial services industry is a major differentiator. Glia is redefining the way financial institutions engage with customers by removing the traditional barriers between messaging, phone calls, and video banking.
Glia, which comes from the Greek word meaning glue, is an appropriate name for a technology company that offers a seamless customer experience, uniting all touchpoints of the customer interaction journey. The company's focus on unifying human, AI, voice, and digital interactions mirrors the glial cells' function of connecting and supporting neurons. Fittingly, Michaeli is committed to striking “the perfect balance of human and AI.”
Glia can help demystify customers’ abandoned carts and reveal online traffic patterns more vividly than standard analytics. It helps merchants decipher the digital body language of their online customers by providing insights into how they interact with their screens. But Michaeli highlights the significance of balancing efficiency with human responsibility in customer support. He believes that while automation and AI are valuable tools, the human touch remains crucial in delivering exceptional service. Glia helps balance those elements with precision.
