When we’ve got a customer support difficulty with a financial institution, credit score union, or fintech as we speak, we regularly strategy it with some trepidation. So many organizations present a poor expertise that’s painful and irritating for his or her clients. However we’ve got the expertise now for customer support to be distinctive.
My subsequent visitor on the Fintech One-on-One podcast is Dan Michaeli, the CEO and Co-Founding father of Glia. They’ve expertise that may make customer support extraordinary each time and they’re 100% centered on monetary companies.
On this podcast you’ll be taught:
- The founding story of Glia.
- The three core parts of digital customer support.
- What banks and credit score unions do nicely with regards to digital customer support.
- What they’re doing poorly.
- The core piece that fintechs get incorrect.
- How Glia’s name heart providing works.
- How they transition from an internet chat to a dwell individual.
- What they’re doing with automation.
- Dan’s ideas on ChatGPT and its relevance to what they provide.
- What the early days of the pandemic have been like for Glia.
- Why they established a CUSO (Credit score Union Service Group).
- The geographic footprint of Glia.
- The size they’re at as we speak.
- His imaginative and prescient for the way forward for buyer interactions.
Join with Dan on LinkedIn
Join with Glia on LinkedIn
Obtain a PDF transcript of Dan Michaeli HERE, or Learn the Full Textual content Model beneath.
FINTECH ONE-ON-ONE PODCAST – DAN MICHAELI
Welcome to the Fintech One-on-One Podcast. That is Peter Renton, Chairman & Co-Founding father of Fintech Nexus.
I’ve been doing these exhibits since 2013 which makes this the longest-running one-on-one interview present in all of fintech, thanks for becoming a member of me on this journey. Should you like this podcast, it is best to try our sister exhibits, PitchIt, the Fintech Startups Podcast with Todd Anderson and Fintech Espresso Break with Isabelle Castro or you may hearken to every part we produce by subscribing to the Fintech Nexus podcast channel.
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Peter Renton: At this time on the present I’m delighted to welcome Dan Michaeli, he’s the CEO & Co-Founding father of Glia. Now, Glia is concentrated on digital customer support, they’re particularly focusing on monetary companies as a result of, let’s face it, how many individuals, I feel all people listening to this has most likely has most likely had a horror story after they’re attempting to interact within the customer support of a financial institution or perhaps a fintech, for that matter, the place they’re not getting their solutions they need, it’s taking perpetually, they should repeat themselves to a name heart operator, it actually looks like we’re nonetheless again within the twentieth century typically with regards to customer support.
Nicely, what Glia’s all about is making that an built-in, automated method of coping with clients for fintechs, for banks to cope with clients in an optimum method, in a method that they need to be handled. We undergo precisely what which means and the way it all works, we additionally speak concerning the ChatGPT and Conversational AI, we speak concerning the pandemic and the way digital customer support out of the blue turned entrance and heart for monetary companies and what that was like. We discuss their group changing into a CUSO, a Credit score Union Service Group, we discuss their geographic footprint and way more. It was an interesting dialogue; hope you benefit from the present.
Welcome to the podcast, Dan!
Dan Michaeli: Hello, how are you, Peter? Thanks for having me.
Peter: I’m doing nice, you’re welcome. So, let’s get began by giving the listeners somewhat little bit of background, now I do know you’ve been doing Glia for a very long time, however inform us somewhat bit about type of your background of your profession.
Dan: I began my profession in enterprise capital after which I moved into technique consulting the place I labored with lots of companies that have been going through, you realize, the very issues that we search to deal with as we speak with our platform, so it was a simple transition to make as soon as we recognized that downside, however, primarily, my background is in enterprise capital expertise after which strategic consulting.
Peter: Okay. So, was it in that strategic consulting position that you just noticed the issue? Perhaps inform us somewhat bit, flesh that out somewhat bit it for us, inform us the founding story, if you’ll, of Glia.
Dan: You recognize, we began our careers particularly centered on consulting for giant companies throughout quite a lot of totally different industries, you realize, from banking (inaudible) to retail and we stored type of operating into the identical downside the place companies that have been established earlier than the arrival of the Web had a really particular problem competing with these companies that have been established after the arrival of the Web, proper. And so, we noticed this time and time once more, however it turned very obvious once we labored with a selected retailer, a really giant Fortune 50 retailer that you’d all be conversant in. This retailer was struggling to compete with Amazon as lots of retailers even as we speak are struggling and one of many areas that we have been centered on was the right way to optimize their pricing technique, how to think about the easiest way to place the merchandise that have been promoting to be able to acquire market share utilizing that technique.
However my co-founders and I stored asking the query, what about if we as an alternative of specializing in these pricing levers and type of these very tactical facets of the aggressive technique, why not give it some thought from a buyer expertise sampling, what can we do to empower this type of extra legacy enterprise to compete on this new age of on-screen clients, proper. And that’s actually what prompted it, like how can we, if we needed to reinvent the expertise, what would that have appear to be as we speak? And so we began sketching out the platform and enthusiastic about it and as we delved in additional and additional, we mentioned, wow, there’s an actual large want and a large alternative right here.
Peter: Proper, proper, attention-grabbing, attention-grabbing. So, I used to be researching you guys and I see this time period “digital customer support” used on a regular basis. I can see it, in case you’re watching it on video, you’ll see Digital Buyer Service Summit as your background right here, what do you imply precisely by ”digital customer support?”
Dan: This can be a idea of actually three parts coming collectively. It’s on-screen communication, on-screen collaboration, and on-screen automation, proper. So, the power to deliver these three collectively in a method that’s holistic and in a method that serves a buyer with a digital-first strategy so assembly them in these digital self-serve journeys. You recognize, it might be oh, you realize, I’m going by means of a mortgage utility course of or I’m in my on-line banking portal or I’m utilizing the cell app, proper, assembly them in these display screen journeys, proper, and serving the shopper at that time of want is de facto what digital customer support is all about so it’s reinventing the servicing mannequin for an on-screen world.
Peter: Proper, bought you, okay. So then, let’s simply begin with conventional monetary establishments, banks, credit score unions, these kinds of organizations, what are they doing nicely or what are they doing badly with regards to digital customer support?
Dan: After I was telling the founding story, I discussed that we have been companies throughout quite a lot of verticals and over time, we determined to actually hone in and deal with monetary companies as a result of we felt that the issue was particularly acute on this trade, you realize.
Peter: Proper.
Dan: And so, during the last six or seven years that’s all we’ve centered on and we’ve developed a deep proficiency on this vertical. And I feel actually, the rationale why we’ve determined to deal with it’s as a result of merchandise are largely commoditized in web monetary companies and actually the connection and the interplay carries a ton of weight, proper. What you may deliver and ship to the shopper with an interplay carries a really giant weight when it comes to loyalty and metrics and in order that’s actually the place these FIs are capable of differentiate. So, with that basis what do they do nicely with regards to conventional customer support and what don’t they do as nicely, I’d say, you realize, many monetary establishments perceive that they should present a point of digital clients.
They perceive, you realize, hey, hear, I’m placing put all of those digital capabilities for my clients and my members, I want to satisfy them there someway, proper. I want to supply a way of them having a dialogue, a dialog with me after they have challenges with these digital instruments that I’m offering, proper, be it a portal or an app or a public website, no matter. I feel what they do nicely is that they at the least have a basic understanding that they should do one thing about it. I feel the large challenges, the place lots of them fail, is that they one, don’t establish digital customer support as greater than a typical dwell chat or a chat bot, they suppose that’s digital customer support. I’ve bought it lined, proper, I’m doing chat with my clients, I’ve a bot, I’m all set, I’ve bought digital customer support, proper.
I feel it’s type of limiting it to a messaging-focused, very low contact form of interplay is one space the place they fail after which the second space is connecting it to the broader interplay technique that they’ve with their clients. How does anyone who will get served in a digital interplay, how does that change after they need to increased contact interplay, how does that change in the event that they need to speak to you or after they need to do video banking, how do these jumps between the various kinds of interactions occur? That’s the place most FIs don’t have a cohesive strategy.
Peter: Proper. So, are fintechs doing any higher, do you suppose? I imply, clearly, these are corporations that basically have been based within the digital age, you’d suppose they might do higher, however what’s your perspective there?
Dan: In some circumstances, sure and in some circumstances, no. I feel what fintechs get incorrect is that they assume that every part might be dealt with in self-serve, proper. So, they are saying oh, you realize, I don’t want an interplay with clients, I don’t must have these expensive periods the place I travel, have a two-way change with anyone as a result of if I construct my instruments higher, if I ensure that I don’t, if I deflect higher, if I create higher capabilities then I gained’t have these interactions taking place.
And I feel that that’s a missed alternative as a result of interactions are literally a number of the most precious, if not essentially the most useful, contact factors that you may have with a buyer. So, they do higher within the sense that they’re extra digital-centric they usually’re extra digital-first and they give thought to these capabilities that leads to an inherently extra trendy strategy I’d say. However they don’t place the identical worth, not all of them, I’d say a few of them don’t place the identical worth, on an interplay with the shopper and that’s a missed alternative.
Peter: Proper, okay. So, let’s dig into what you guys really provide and I need to discuss this, the Glia Name Heart, which is likely one of the core choices, from what I collect, describe what that’s precisely and the way it works.
Dan: If you wish to take into consideration on the highest stage, Glia is an interplay platform, digital customer support is on the core of that interplay platform, proper. Along with digital customer support, we’ve got a name heart provide and an automation provide so actually, it’s three pillars that make up that interplay platform. Digital customer support, name heart and automation. These three issues collectively are mixed with what we name a “channel-less structure,” proper, which signifies that it doesn’t matter what channel or what mode a buyer needs to make the most of for his or her interactions, they’re all linked, they’re all utterly linked seamlessly, it’s channel-less, they don’t expertise that channel.
So, our name heart provide is a part of our broader interplay platform and it’s very totally different than different name heart expertise that has preceded it. First, it’s constructed to bear in mind that on-screen expertise that I used to be speaking about, so it brings the decision expertise and the display screen expertise collectively in a extremely distinctive method. Second, it supplies a single place that has all of the interactions that you just’re having with clients, so all are contained inside the identical platform. And what that permits you to do is to dial-in, no pun meant, to dial-in particularly the place you need that blend of interactions to be, proper. Would you like extra messaging, would you like extra cellphone calls, would you like extra video banking, would you like extra SMS?
When an FI combines these two issues collectively after which, you realize, contains automation, that enables them to actually resolve what’s essentially the most environment friendly interplay combine that they need. And, lastly and I feel most significantly, it’s utterly centered on monetary companies so it’s the primary ever name heart platform that solely serves FIs and that’s very totally different, you realize. Traditionally, name facilities are horizontal in nature, you realize, the identical name heart expertise that powers a pet meals firm, you realize, is then offered to an insurance coverage firm or a financial institution, proper. And so they’re very totally different wants while you’re in a regulated trade, while you’re centered on a clientele that’s very relationship-driven and centered. So, I’d say, that that may be a actually essential side of the Glia Name Heart provide as nicely.
Peter: So, let’s simply undergo an instance, if you’ll. So, I’ve downloaded an app, I’m opening up an account, shall we embrace, on an app and there could also be like “chat with us” so I’m beginning to do a chat after which I’m getting pissed off as a result of I’m not getting the reply from the chat bot, typically the chats are actually fairly rudimentary and typically they’re higher. However then, I presume what occurs together with your system is then they are saying, proper, would you like a name to a dwell individual? Or possibly you may clarify it, simply run us by means of an instance like that, like what I’ve described.
Dan: Certain. So, let’s say that I’m a buyer, you realize, I’m attempting to determine what’s incorrect with a selected transaction that I see on a press release or I’m attempting to use for a mortgage. At the start, the system would detect what I’m attempting to do. So, it could anticipate what my query goes to be, proper, I see that you just’re combating X moderately than saying, how might I show you how to, proper, it’s very irritating when that occurs, you realize, you’d moderately begin, be predictive, be anticipatory. So, as soon as it detects what I’m doing which is a crucial part of an interplay platform then it’ll provide me the appropriate help.
So, it could say, possibly it’s a chat bot in that situation, however possibly it ought to be instantly escalated to a video banking session, as an illustration, proper. I don’t know, it is dependent upon what journey that the shopper is on and what they’re combating, how useful that buyer is, how useful that interplay is, proper, it is dependent upon quite a lot of components, however the system is clever sufficient to pre-route the place that interplay goes to go. Now, it’s essential to know that if that interplay does go, does begin with a decrease contact or digital help, proper, the place it’s getting into by means of with a digital agent, a chat bot, if it begins there after which the necessity turns into extra complicated, you want to have the ability to escalate in a short time out of that and the shopper ought to by no means understand a distinction between the interplay, proper.
It ought to instantly switch to the human agent that’s now chatting with you, the human agent ought to have full visibility into what you simply lined with the chat bot and also you shouldn’t have to start out once more, proper. So, I see that you just have been speaking with, you realize, our bot about X, Y or Z, I see that you just bought caught right here, I feel that the subsequent greatest step could be this, do you agree? It might instantly anticipate that. Then if the individual then says, you realize, I feel it’s going to be simpler if we simply speak this out as a result of it’s much more difficult than that, with a single press of the button you’d be speaking to that individual, to not one other individual, not having to start out once more, not having to dial a cellphone quantity after which depart the digital journey. However actually having a dialog like we’re having now by means of the display screen that enables me to then resolve the problem with the individual I used to be already discussing it with, proper.
So, at that time you’ve gone from a primary digital assistant interplay all the best way as much as a human excessive contact interplay that’s taking place in your display screen, in your phrases, after which if that individual needs to introduce co-browsing or display screen sharing to information you thru the completion so that you just don’t should name once more, that may be one thing else that they might deliver into the interplay. They might say hey, let me present you the right way to resolve that, let’s spend one other minute so that you just gained’t have this difficulty sooner or later and thanks a lot for doing enterprise with us. And so, finally, these are the varieties of interactions that we energy. That channel-less, seamless, frictionless expertise, you realize, that clients actually count on of us. They don’t get these experiences fairly often.
Peter: No. (laughs)
Dan: That can really begin changing into the rule moderately than the exception if we’ve got something to do with it.
Peter: Proper, proper. You talked about automation as nicely, is there another piece that you just do within the background, or inform me what you imply while you say automation.
Dan: Yeah. So, I imply, we’ve got quite a lot of capabilities round automation, we’ve got digital assistants that function, we’ve got turnkey options for FIs that function both inside unauthenticated or authenticated digital experiences, we’ve got out of the field chat bots successfully, which can be very straightforward to deploy inside these typical journeys for an FI, proper. We even have an AI administration platform that permits you to create these seamless hyperlinks, like some FIs have already got, bots that they’ve constructed, proper, they usually need to join it to the human escalation in a extremely seamless method.
We now have a layer that enables present bots, if FIs should not utilizing those that we offer, to hook up with the human expertise to allow them to create that, you realize, that very seamless journey, we’ve got voice automation as nicely. So, we’ve got a sequence, once I discuss that as one in all our three core parts, keep in mind, I discussed digital customer support name heart and automation. Automation encompasses lots of totally different automation capabilities that may be deployed in accordance with the very best worth of that use case or the best way to ship the very best worth for that use case.
Peter: Proper, proper. So then, I’d love to speak about Conversational AI and within the context of ChatGPT which has clearly taken the world by storm within the final three months, what are your ideas on the capabilities that OpenAI, the group behind ChatGPT, they’re bringing to the desk. Is that this one thing that has direct relevance to what you’re doing or is it actually separate?
Dan: Look, it’s actually spectacular expertise. While you take a look at what’s wanted for an enterprise answer, it’s not essentially the most applicable for an FI to make the most of, proper, with clients. There are makes use of of it that are glorious like, for instance. facilitating a number of the agent-facing capabilities, proper, offering automation to the brokers as a result of they’ll then examine in and see what sorts of options and how much textual content is being generated, they’ll confirm it. However ChatGPT is a general-purpose system, it’s a big language mannequin that’s educated on a large quantity of common information from the Web, proper. So, it understands and generates responses on the fly based mostly on that very giant information set.
However an FI has no management over what sort of options it’s making, proper, these might be very incorrect and while you’re an FI and also you’re a regulated enterprise you may’t afford to be incorrect like that, proper. You may have to have the ability to confirm what the mannequin is producing to manage it, to include your individual product and have a platform that manages the responses. You recognize that you just need to present to clients these responses should be vetted and confirmed by your establishment, proper. So, it’s a really spectacular, giant language mannequin and it has extremely applicability, I’d say, because it pertains particularly to buyer interactions inside monetary companies or regulated industries, you simply want a special sort of answer, you want a way more enterprise-grade controllable, centered providing. So, that’s my reflection on that.
Peter: You’re specializing in monetary companies, does that imply that your Conversational AI chat bot brings with it some specialised information that clearly a ChatGPT wouldn’t have? I imply, if I’m on a chat bot with an airline versus I’m on a chat bot with a financial institution, possibly one in all your clients, what’s the distinction in functionality there?
Dan: You ask a chat bot, for instance, what’s the rate of interest for my journey rewards Visa account, how is a chat bot going to reply that query if it’s a generalized, common objective form of chat bot, proper?
Peter: Proper.
Dan: So, what Glia’s offering is over 800 totally different turnkey responses and person objective, proper, that may be tailor-made to the particular language that the FI needs to make use of with their clients. And it additionally applies a big language mannequin that we’ve constructed round the entire totally different establishments that we’ve labored with over a big time frame. You recognize, we made that acquisition final 12 months of Finn AI as a result of that’s what we need to do, that’s what we noticed. We noticed an incredible quantity of worth in that giant language mannequin. You recognize, you want specialize with regards to serving clients and being very particular in dealing with inquiries with your small business, proper. You need to ensure that that’s correct, vetted and an important expertise and so that you want an enterprise grade answer that makes a speciality of a selected sort of inquiries or in a selected vertical, if that is smart.
Peter: Received you, yeah, that is smart. So, I need to take, return three years in the past – we’re initially of the pandemic and out of the blue banks understand that their branches are closed, they usually’ve been mandated to be closed, they usually nonetheless want to supply customer support. I think about this was one thing that basically was a large boon for you guys, inform us somewhat bit about what was it like attempting to form of navigate this sudden onslaught of banks realizing, oh my God, we’ve bought to have digital customer support.
Dan: It was an attention-grabbing time, you realize, I feel that we have been very lucky to be able to assist FIs. We had clients and prospects that have been struggling and considerably throughout this time and, you realize, we’ve been working for a few years to supply a platform that was straightforward and had a really brief time to worth and was pleasant for the managers, for the enterprise, for the brokers, for the shopper, you realize, we positioned lots of emphasis on expertise. I imply, frankly, you realize, once we began the corporate, we didn’t have a customer support background, we didn’t have a buyer expertise background, we centered particularly on what’s the greatest, if we might think about simply one of the best expertise potential, what would that be for everyone concerned and that’s what guided the creation of the platform.
So, the rationale why I deliver this us up is finally our platform is basically totally different and basically quicker than what’s on the market and we have been very lucky that that was the case when COVID hit as a result of we had the chance to make migrations occur in a matter of hours for our clients, proper. My brokers can’t take calls from their house as a result of the system is on Prem, are you able to assist us? Certain, you realize, right here you go, you’re lively now with Glia Name Heart, proper, and we did it, you realize, in a pinch for everyone and we fearful about charging and figuring that out later as a result of we needed to assist them, you realize.
As corporations approached us, we simply felt very lucky that we had the capabilities that they have been searching for to take care of these essential interactions with their clients and to assist them nonetheless really feel linked and practical to have the ability to do enterprise in a method that they felt happy with, moderately than in a method that felt like a patchwork or like a, you realize, a band support to an issue. You recognize, they have been capable of create significant differentiation, significant benefit throughout that point after they labored with Glia, that implied lots of late nights, lots of laborious work and also you’re coping with lots of, such as you mentioned, lots of inflow without delay, you realize.
Peter: Proper, proper, I can’t even think about what that was like. I need to swap to one thing that you just not too long ago introduced and that’s you turned a Credit score Union Service Group, a CUSO, and needed to type of discuss what was concerned there and what was the pondering behind that transfer.
Dan: Certain, We established the CUSO as a result of we had quite a lot of our clients approaching us asking if they might spend money on Glia, proper, so we serve lots of credit score unions. After we raised our final financing spherical early final 12 months, we handed a $1 Billion valuation, it was an enormous second for the corporate. We made that announcement, and it was the primary time we had introduced valuation publicly. You recognize, while you move that milestone, it’s an thrilling one for the corporate so we felt compelled to share that and so as soon as we did that lots of our shoppers approached us saying, hey, we might like to…is there a chance to take a position?
We had considered it prior to now, however by no means actually pursued it, however as we form of checked out it extra carefully we mentioned, you realize, possibly there’s something actually attention-grabbing right here as a result of if we deal with fundraising, particularly for making a neighborhood moderately than for operations then this might be actually price it. So, we had simply raised, we didn’t want the cash for working, however we thought it could be actually attention-grabbing to do it to create a neighborhood round credit score unions which can be exceptionally member-focused and which can be large believers in what Glia is doing and that’s precisely what we did, and you realize, it’s been an unbelievable expertise. The credit score unions that participated have grow to be glorious advisors to the corporate they usually’re additionally sharing greatest practices in creating and serving to us construct an increasing number of of that type of member interplay neighborhood, I’d say.
Peter: And so, is a CUSO, is it a non-profit, like credit score unions are clearly all non-profit, does that imply that CUSO is definitely non-profit as nicely or how does that work?
Dan: CUSO is a designation for a company that serves credit score unions so it’s a particular designation.
Peter: Did you create a brand new group or is that this one thing that you just simply turned otherwise you added?
Dan: You are able to do it in each methods, you are able to do it in each methods. You are able to do one thing new, or you may designate your self as a Credit score Union Service Group.
Peter: Proper, proper, okay. So, transferring on, I need to discuss geographic footprints. I do know you’ve not too long ago, I feel, expanded into Latin America, however what’s the geographic footprint of Glia as we speak?
Dan: You recognize, we primarily serve North America, however we’ve actually began accelerating our go-to-market technique in Latin America. We now have a really quickly rising Latin American buyer base and that area’s actually thrilling, you realize, there’s lots of urge for food for these applied sciences within the area, we’ve seen unbelievable progress during the last two years in that area. We even have many purchasers in Europe as nicely, however Latin America has been rising in a short time for us.
Peter: Proper, proper. We discover Latin America to be a really thrilling place within the fintech house, a lot innovation taking place and so many new corporations which can be beginning to get scale. Okay, you talked about changing into a unicorn, however are you able to give us some sense of the dimensions you guys are at as we speak as in, you realize, variety of organizations, worker head rely, that type of factor.
Dan: We don’t disclose these figures as a result of we’re a non-public firm, however I’ll inform you that we, like I discussed, we handed $1 Billion valuation, we raised over $150 Million to this point. You recognize, we’ve got, at this level, over 400 clients so that ought to offer you a common sense of scale, I’d say.
Peter: Yep, yep, that’s nice. So then, final query, digital customer support, it looks like we nonetheless have a protracted option to go, like if I’m speaking to even one of many high 4 banks on this nation, it’s fairly horrible, digital customer support expertise that I get. So, the capabilities are actually there to have an important expertise, what’s your imaginative and prescient for the long run, not simply of Glia however of digital clients service, usually.
Dan: My imaginative and prescient for the way forward for buyer interactions let’s say, usually, is that the expertise that I described earlier than, that seamlessness, that anticipating in context, you realize, actually elegant sort of interplay, that sort of expertise ought to be the rule and never the exception, proper. It shouldn’t be uncommon for me to expertise one thing so outstanding. It ought to be uncommon once I don’t expertise one thing so outstanding. And I feel that’s the place we have to get to as a result of there’s lots of inertia that’s attributable to type of the legacy gamers within the house, I’d say, as a result of they need issues performed a sure method.
They need fashions which can be anchored on cellphone calls and centered on the cellphone, you realize, moderately than enthusiastic about how can we take those self same interactions and make them one thing actually attention-grabbing and totally different and useful for each side. How can we take the quantity of interactions and alter it in order that it’s extra future proof it’s extra trendy, it feels extra according to what clients count on as we speak from the interactions as companies? So, in brief, I’d say that basically it’s how can we make these high-quality contextual interactions the norm, the mainstream? That’s the imaginative and prescient.
Peter: Okay, I’ll stay up for that day as a result of it’s nonetheless fairly irritating lots of occasions. So, anyway, Dan, actually nice to talk with you, respect you approaching the present as we speak. Better of luck.
Dan: Pleasure, Peter, thanks once more.
Peter: Should you just like the present, please go forward and provides it a evaluation on the podcast platform of your alternative and you’ll want to inform your pals and colleagues about it.
Anyway, on that notice, I’ll log out. I very a lot respect your listening, and I’ll catch you subsequent time. Bye.
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