Stay ahead of the rapidly evolving cloud and AI landscape with the AWS for Software Companies podcast.
Hear from renowned software leaders, respected industry analysts, and experienced consultants alongside AWS experts as they explore the technologies shaping the future—from generative AI and agentic systems to intelligent cloud architectures, and modern data management. Learn how AI agents are transforming enterprise workflows, how leading companies are modernizing their cloud strategies with security best practices at the core, and what's driving the next wave of SaaS innovation.
New episodes drop regularly to keep you informed on the trends that matter most to your business.
Justin DiPietro, Co-Founder & Chief Strategy Officer of Glia, shares how they are leveraging AI to enhance the customer experience in the highly regulated world of financial institutions.
Topics Include:
- Glia provides voice, digital, and AI services for customer-facing and internal operations
- Built on "channel-less architecture" unlike traditional contact centers that added channels sequentially
- One interaction can move seamlessly between channels (voice, chat, SMS, social)
- AI applies across all channels simultaneously rather than per individual channel
- 700 customers, primarily banks and credit unions, 370 employees, headquartered in New York
- Targets 3,500 banks and credit unions across the United States market
- Focuses exclusively on financial services and other regulated industries
- AI for regulated industries requires different approach than non-regulated businesses
- Traditional contact centers had trade-off between cost and quality of service
- AI enables higher quality while simultaneously decreasing costs for contact centers
- Number one reason people call banks: "What's my balance?" (20% of calls)
- Financial services require 100% accuracy, not 99.999% due to trust requirements
- Uses AWS exclusively for security, reliability, and future-oriented technology access
- Real-time system requires triple-hot redundancy; seconds matter for live calls
- Works with Bedrock team; customers certify Bedrock rather than individual features
- Showed examples of competitors' AI giving illegal million-dollar loans at 0%
- "Responsible AI" separates probabilistic understanding from deterministic responses to customers
- Uses three model types: client models, network models, and protective models
- Traditional NLP had 50% accuracy; their LLM approach achieves 100% understanding
- Policy is "use Nova unless" they can't, primarily for speed benefits
Participants:
Further Links:
See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/
