How Thomaston Savings Bank uses Glia
1,440+
Frontline hours saved across digital and voice
As published on glia.com. Captured by usedby on Oct 8, 2026.
What happened
The bank uses Glia's AI agents for digital chat and voice to handle routine customer inquiries and after-hours requests, and a copilot that gives contact center staff approved knowledge during live interactions. It also uses Glia's automated transcript analysis for quality management and coaching.
Summary written by usedby from the source page, in English. The figures are those of Glia and Thomaston Savings Bank, not ours.
- 76%“Glia Banker also handled 76% of chat requests that once went to live agents”
- 222 hours“saving an estimated 222 hours that would otherwise have gone into manual call review”
- 63%“Containment rate reached 63%, nearly 20 points above the industry average”
- 95%“Understanding rate reached 95%, outperforming the top benchmark”
Glia Banker resolved routine requests across digital and voice channels, saving Thomaston Savings Bank more than 1,440 frontline hours since launch—more than 43 hours a week, the equivalent of adding 1.1 full-time employees (FTEs) without hiring.
With our consultants no longer consumed with questions about branch hours, locations, and basic OLB navigation, they can now shift to more meaningful conversations while also driving new business for our institution,
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 1,440+CheckedThe figure is on the page; its label is our wording.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Thomaston Savings Bank.
- Thomaston Savings Bank uses GliaCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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