# How Thomaston Savings Bank uses Glia

**1,440+** Frontline hours saved across digital and voice

As published on [glia.com](https://www.glia.com/case-study/thomaston-savings-bank). Captured by usedby on 2026-10-08.

- Company: [Thomaston Savings Bank](https://www.usedby.ai/companies/thomaston-savings-bank.md)
- Tool: [Glia](https://www.usedby.ai/tools/glia.md)
- Teams: Contact Center, Frontline consultants, Quality management

## What the story says

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.

> 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.

- **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”

> 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,
>
> Melissa Cipriano, Officer / Contact Center Manager

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 1,440+ is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Thomaston Savings Bank.
- Checked: Thomaston Savings Bank uses Glia. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/thomaston-savings-bank-glia · How we check: https://www.usedby.ai/methodology