TLDR: Financial technology leader FIS has integrated Glia’s AI-powered customer interaction platform into its Digital One online banking suite. This strategic move aims to provide financial institutions with advanced AI-driven customer engagement capabilities, enabling a blend of virtual workforce efficiency and personalized human support for superior banking experiences.
In a significant development for the financial technology sector, FIS, a global leader in financial technology, announced on October 9, 2025, the integration of Glia’s artificial intelligence-powered customer interaction platform into its Digital One suite of retail and business banking products. This partnership is set to revolutionize customer engagement by delivering advanced AI-powered capabilities to banks and credit unions.
The core of this integration is Glia’s ‘AI for All’ platform, which creates a unified ecosystem within FIS’ Digital One online banking platform. This system allows AI agents to efficiently handle routine customer inquiries around the clock, 24/7. For more complex issues, the platform intelligently routes customers to qualified human agents, providing them with full context to ensure seamless and personalized service. This approach is designed to reduce resolution times and adapt instantly to individual customer needs, thereby enhancing the overall banking experience.
Hashim Toussaint, Head of Retail Digital & Open Banking at FIS, emphasized the company’s commitment to innovation. “At FIS, we’re committed to unlocking financial technology at every touch point of the customer experience,” Toussaint stated. “By integrating Glia’s sophisticated AI and digital interaction capabilities into our Digital One platforms, we’re enabling banks and credit unions to reap the benefits of a virtual workforce and high-touch, personalized service. This new technology aligns perfectly with our recently announced Banking Modernization Framework, where open banking serves as a cornerstone for institutions looking to transform their operations and customer experiences. It truly represents the future of banking, where intelligent automation meets human insight.”
Dan Michaeli, CEO and Co-founder of Glia, highlighted the dual benefits for financial institutions. “Financial institutions today face the dual challenge of meeting rising customer expectations while managing operational costs,” Michaeli commented. “Adding Glia’s AI-powered platform to FIS’ digital online banking products creates a powerful solution that doesn’t force organizations to choose between efficiency and experience—they can have both.”
This integration is expected to enable financial institutions to modernize their customer service operations without disrupting existing systems, addressing the challenges of rising IT costs, new AI compliance requirements, and increasing competition from FinTechs. The solution aims to free frontline teams from repetitive and mundane tasks, allowing them to focus on more impactful interactions and drive operational excellence.
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The announcement follows FIS’ September framework designed to assist financial institutions in tailoring their modernization plans to their specific needs, offering an alternative to traditional, often risky and expensive, modernization approaches.
