Glia, an AI-driven customer engagement service provider, is backing its generative AI with a “hallucination guarantee.”  

As banks race to adopt generative AI, hallucinations have been a significant roadblock to deployment. 

For financial institutions operating in highly regulated environments, even a single incorrect response can create compliance risk, reputational damage or financial liability, Justin DiPietro, co-founder and chief strategy officer at Glia, told FinAi News.

The company’s contractual commitment guarantees that its AI will not produce unauthorized or inaccurate responses, DiPietro said. If it does, Glia assumes financial liability tied to the contract. 

The company, which serves more than 700 banks and credit unions, introduced the guarantee in March, he said. 

“We legally guarantee … that the responses going out are exactly what the institution wants them to be,” DiPietro said, describing a system where banks maintain control down to the “individual words” in AI-generated responses.  

The approach reflects a broader shift in how financial institutions evaluate AI vendors. While many providers emphasize guardrails and monitoring, Glia is positioning certainty and accountability as its differentiators, he added. 

The company did not specify how much their usual contracts with FIs are worth. 

The tech 

Under the hood, Glia uses a multilayered system, DiPietro said, adding that he could not provide all of the details of the tech as it is the “proprietary sauce.” 

Large language models generate and interpret responses, but outputs are checked against predefined controls before reaching the end user, he explained. The process happens in real time and is designed to eliminate both hallucinations and prompt injection attacks. 

“It’s not about saying we have guardrails,” DiPietro said. “Guardrails can be broken. We built a system where we can actually guarantee the outcome.”  

Glia’s history in banking infrastructure — spanning digital interactions, telephony and AI — has enabled it to build this system internally, he said. The company also operates its own infrastructure, allowing tighter control over performance and security. 

The guarantee appears to be resonating. According to DiPietro, it has seen a significant increase in customer adoption, particularly among banks wary of deploying generative AI without clear safeguards. 

Among Glia’s FI clients are Umpqua Bank, Busey Bank and Regional Bank. 

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