Glia Introduces GVA Learning 360: The First AI Virtual Assistant Capable of Learning from Human Agent Conversations

Glia, a leader in customer interaction technology, has unveiled Glia Virtual Assistant (GVA) Learning 360, a groundbreaking AI solution designed to transform the way financial institutions deploy virtual assistants. Unlike traditional AI systems that rely on static documents, GVA Learning 360 learns directly from the interactions of top-performing human agents, enabling it to generate highly accurate, context-aware responses based on real conversations.

“Most institutions have been forced to choose between quick-to-deploy but generic AI or spending months manually training a bot that still can’t match their best agents,” said Jacob Tyler, Director of Conversational AI Strategy at Glia. “GVA Learning 360 eliminates this compromise by allowing financial institutions to effectively ‘clone’ their best human representatives. Organizations can rest assured that their customers receive the highest quality experience from the best-matched agent—human or AI—for their unique circumstances.”

The launch of GVA Learning 360 comes at a crucial time when financial institutions are under pressure to meet rising customer expectations while avoiding overburdening their contact centers. For years, many organizations struggled with fragmented knowledge sources, outdated documentation, and the difficulty of capturing practical agent expertise when configuring virtual assistants—often resulting in long training processes. GVA Learning 360 addresses these challenges by learning from actual conversations between high-performing agents and leveraging internal resources to automatically generate intelligent, consistent, and accurate responses for review.

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“Think of a typical virtual assistant as that one coworker who keeps using last year’s manual—giving customers wrong info because they never got the memo on the new policy,” Tyler said. “GVA is the opposite—it comes out-of-the-box as a banking industry expert. And GVA Learning 360 can also quickly become an expert in your specific business, learning from your best agents as well as your internal documents and knowledge.”

GVA Learning 360 builds on the existing strength of the GVA’s banking industry intelligence, already pre-trained on more than 900 banking-specific scenarios. The new enhancement allows GVAs to instantly absorb the unique knowledge, policies, and processes of any financial institution, learning how to answer customer inquiries by analyzing past responses from top agents. This results in dramatically faster deployment times, reduced manual effort, and smarter AI assistants that provide higher-quality customer experiences.

With GVA Learning 360, the GVA now possesses panoramic awareness, simultaneously “seeing” customer interaction histories, “hearing” the expertise of top agents, and “reading” internal documentation. This synergy creates a powerful, continuous feedback loop for Glia’s clients, with AI-driven virtual assistants learning from human agents and automatically enhancing customer interactions.

“Our clients don’t have the resources to constantly monitor and retrain AI,” Tyler said. “GVA Learning 360 isn’t just another static chatbot—it’s your smartest, most agile employee. It continuously evolves with every interaction, ensuring your customer service remains exceptional and your brand consistently shines.”

This announcement further underscores Glia’s ChannelLess® architecture, which ensures a seamless, unified customer experience. By driving satisfaction, improving operational efficiency, and eliminating channel disconnects, ChannelLess® architecture integrates all communication channels, offering smooth transitions between them. It provides comprehensive support for service teams and delivers unified administration and reporting across contact centers.