Glassbox, a provider of digital experience analytics, has launched an AI-powered virtual assistant named GIA to help businesses quickly uncover insights from customer interaction data. The product leverages Microsoft’s Azure OpenAI Service for enhanced security and privacy safeguards.
GIA represents Glassbox’s first foray into conversational interfaces for accessing its platform’s trove of digital experience metrics spanning web and mobile apps. Users can ask natural language questions to surface key details without manual analysis or relying on data teams.
“We want to make our unmatched digital insights more actionable for more business users,” said Glassbox CTO Yaron Gueta. The move aligns with Gartner’s prediction that over half of successful new software solutions will target non-technical department heads by 2025.
Augmenting Human Intelligence
Rather than full automation, GIA aims to augment human intelligence for faster and easier access to actionable findings. This allows business leaders to optimize digital experiences and accelerate data-driven decision making.
“GIA sets a new bar for what organizations should expect from AI solutions,” Gueta stated. The virtual assistant builds on OpenAI’s GPT natural language model while leveraging Microsoft’s secure Azure environment.
Addressing Responsible AI Concerns
Many companies have rushed AI innovations to market without sufficient data protections, provoking backlash over privacy and ethical issues. Glassbox instead prioritized safety and compliance for its AI launch.
“Our commitment to responsible AI compelled us to partner with Microsoft Azure for additional security measures,” explained Gueta. The integration with OpenAI via Azure enables Glassbox to layer its existing privacy controls on top of Microsoft’s enterprise-grade standards.
The focus on governance aims to accelerate AI adoption by reassuring customers around safe and transparent data handling. It also moves Glassbox closer to its vision for Autonomous CX, where experiences can self-optimize using AI.
Democratizing Customer Insights
By combining natural language and automation capabilities, GIA makes tapping into Glassbox’s expansive digital telemetry simpler for non-technical users. The assistant handles the complexity behind the scenes while translating findings into plain business language.
“GenAI solutions must deliver both rich insights and approachability,” said Microsoft’s John Montgomery. With GIA now available, more customer-facing departments can leverage intelligence for quicker actions to drive revenue, satisfaction and loyalty.
As AI permeates the enterprise, purpose-built assistants like GIA demonstrate the technology’s potential as an engine for data-driven digital transformation. The quest for customer centricity hinges on democratized access to intelligence – and Glassbox is raising the AI bar for the industry.
