Alacriti, Glia Team To Offer Financial Institutions Digital Customer Service On Payments

Payments FinTech Alacriti has announced a partnership with Glia, which works in digital customer service, for new customer service options for payments needs, according to a press release.

The partnership, according to the release, will let financial institutions (FIs) use Ella, Alacriti’s payments-based artificial intelligence (AI) chatbot, in Glia’s customer service program. That will help customers and members with the nuances of digital payments. The chatbot can answer questions on bill pay and help ensure that digital payments are safe and secure.

“Innovative bill payment experiences in emerging channels are becoming essential for superior customer and member service,” said Eric Kugle, senior director of Strategic Partnerships at Alacriti, in the release. “We are pleased that Glia’s Digital Customer Service platform is now fully integrated with Alacriti’s Ella chatbot. We look forward to helping our clients deliver a seamless, modern digital experience that allows account holders to receive valuable, timely customer support and pay in the channels they prefer, using the payment methods most convenient for them.”

With Glia’s customer service program, customers can access a wide variety of communication methods, including messaging, video or voice.

Dan Michaeli, CEO and co-founder of Glia, said in the release that the partnership would work on “strengthening the support and guidance banks and credit unions can deliver to customers and members in all aspects of the bill pay and digital payments experience, all while enabling these institutions to save time and gain efficiencies.”

“Leading financial institutions understand that providing an exceptional customer experience, including seamless digital support, is critical for attracting and retaining customers and securing a competitive advantage,” he said, according to the release.

In separate news, Stuart Bain, senior vice president at Alacriti, told PYMNTS that the company’s response to the pandemic involved a new initiative to help clients who need to make payments quickly.