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Podcast: Tech Deep Dive
Episode: AI That Saves Agents: Not Replaces Them
Description: Imagine your call volume doubles overnight, but your hiring budget is stuck at zero.Most contact centers would collapse. Heritage Federal Credit Union didn’t.In this episode, Max Clark sits down with Brent Wilford and Patrick Russell from Glia to unpack how Heritage:Navigated a messy merger without adding agentsReimagined customer engagement with true omnichannel done rightUsed AI to empower agents instead of replacing themUnlike JPMorgan’s massive AI rollouts, Heritage shows what “AI done right” looks like in a mid-sized credit union. It is a blueprint any cont...