Glia

Automatically routes incoming customer inquiries to appropriate resolution paths—either self-service AI resolution or escalation to human agents. The AI understands customer intent and attempts to resolve common issues without human intervention.

Enables customers to initiate live video calls with support agents on demand, providing face-to-face interaction for complex issues. Agents can see and communicate with customers in real-time, building trust and enabling visual problem diagnosis.

Initiates outbound customer communications based on triggers like account anniversaries, product updates, or service issues. Enables proactive support rather than waiting for customers to contact support.

Allows configuration of custom workflows and business logic to automate complex customer service processes. Enables routing rules, conditional logic, and integration with backend systems for order processing, account updates, and other business operations.

Allows support agents to view and navigate a customer's screen in real-time, enabling them to see exactly what the customer sees and take control of navigation to guide problem resolution. Eliminates miscommunication caused by verbal descriptions.

Automatically escalates customer interactions from AI chat to video to voice without requiring the customer to repeat their issue or context. Maintains conversation history and customer data across all channels for continuity.

Automatically records and logs all customer interactions (chat, video, voice) with compliance controls for regulated industries. Ensures audit trails, consent management, and data retention policies are met for financial services, healthcare, and insurance.

Provides enterprise-grade security controls including data encryption, role-based access control, and isolated customer data environments. Designed to meet strict security requirements of regulated industries and protect sensitive customer information.

Analyzes customer interactions in real-time to detect sentiment, satisfaction levels, and emotional cues. Alerts agents to escalate when customers show frustration and provides post-interaction satisfaction metrics.

Tracks agent performance metrics including resolution time, customer satisfaction, escalation rates, and interaction quality. Provides insights for coaching and identifies top performers and areas for improvement.

Integrates with enterprise knowledge bases and documentation systems to provide AI and agents with real-time access to product information, policies, and procedures. Ensures consistent and accurate information across all customer interactions.

Enables customer service in multiple languages with AI-powered translation and localized agent routing. Supports global customer bases by automatically detecting language and connecting customers with appropriate resources.