Glia Launches Industry-First Contractual Guarantee Against AI Hallucinations and Prompt Injections

WHY THIS MATTERS

As financial institutions increasingly adopt AI to improve customer service and operational efficiency, concerns around AI reliability and security have become a major barrier to widespread deployment. AI hallucinations—where generative models produce incorrect or misleading information—and prompt injection attacks pose particular risks in regulated industries like banking, where inaccurate responses or unauthorized actions could lead to financial loss, compliance breaches, or reputational damage. Glia’s contractual guarantee against these risks reflects the growing demand from banks and credit unions for AI systems that meet strict governance and security standards.

Glia, the leading platform for intelligent banking interactions, today announced it will offer its more than 700 bank and credit union clients a contractual guarantee against AI hallucinations being presented to customers or members on its Banking AI platform. Glia also now guarantees zero impact from prompt injection attacks on its platform — malicious attempts to trick customer or member care AI into providing information or performing tasks it shouldn’t. 

“Our platform makes negative impacts from AI hallucinations and prompt injection attacks not just improbable, but actually impossible,” said Justin DiPietro, chief strategy officer and co-founder of Glia. “We’re adding this guarantee to our contracts because that’s how serious we are about this claim. In the race to adopt AI, many banks and credit unions are unknowingly accepting a level of risk they would never tolerate in any other part of their business. We want them to know they don’t have to jeopardize their organizations to see the benefits of AI.”

Glia’s Banking AI Platform: Proprietary Approvals Framework

AI hallucinations are situations when generative or agentic AI presents false or misleading information. These risks are inherent in fully-generative AI because the internal decision-making is hidden—which means even the people who build these tools can’t always predict or explain why the AI says what it says. Glia eliminates the potential impacts of AI hallucinations and prompt injections through a built-in proprietary approvals framework. 

While the platform leverages generative AI and Large Language Models to achieve a 92%+ understanding rate — comprehending exactly what a customer or member needs — it never uses that same AI to ‘improvise’ answers in real time. 

“I anticipated substantial maintenance for the first six months because you have thousands of inquiries coming in with various types of people expressing it in a wide variety of ways,” said Adam Goetzke, director of banking services at Heritage Federal Credit Union. “But that really hasn’t been the case at all. Glia’s Banking AI made a better experience not only for our members, but our internal teams, too.” 

The Best of Both Worlds: AI Speed, Institutional Governance

The platform leverages the most powerful elements of generative AI — the ability to parse complex, messy human language, identify intent and develop responses based on existing information — and combines them with an approvals framework for banking-grade governance. This distinction between input and output ensures institutions are never sharing inaccurate information or introducing opportunities for bad actors to manipulate customer- and member-facing AI tools. 

“If you use fully generative AI in your customer- or member-facing AI interactions, it’s like putting an open door to your banking core on the front steps of your branch,” DiPietro said. 

Why Guardrails Aren’t Enough for Customer and Member Care

Many AI vendors suggest ‘guardrails’ are enough to protect institutions from financial and reputational damage. These guardrails attempt to catch and filter inaccurate or hallucinated AI responses after they’re generated. While marketed as ‘safe enough’ for banking, this approach is fundamentally flawed because it relies on the AI to police itself. By relying solely on guardrails, these vendors essentially transfer the risk to the institution, opting out of legal liability for the very content their systems generate.

Glia’s architecture moves beyond simple detection. Instead of trying to block bad AI behavior, the Banking AI platform is designed to make such behavior mathematically impossible.

“Guardrails are designed to make you feel safe, but it’s like driving a car without a seat belt,” said Dan Michaeli, CEO and co-founder of Glia. “It’s not a single bad actor you need to worry about — it’s a bad actor using an AI bot to target you 100,000 times in a single day until it finds a loophole. Generative AI has infinite potential — that’s what makes it so powerful, but also dangerous. One percent risk in an environment of infinite possibilities still equals infinite risk. Our approach is fast, predictable and secure.”

The Risks Associated With AI Hallucinations and Prompt Injections

In addition to significant security and compliance risks, AI hallucinations risk the very relationships community and regional institutions work so hard to earn. When a member or customer is exposed to incorrect information — whether it be an interest rate or complex financial guidance — it erodes the trust they’ve placed in their bank or credit union.

“Imagine if AI offers your member a loan with an incorrect interest rate or transfers the wrong amount of money between accounts, you can quickly see how the risks of a fully generative approach begin to multiply,” Michaeli said. “We built our AI platform for banking — so it matches the high stakes, highly regulated and relationship-driven nature of the industry.” 

A Multi-Layered Security Foundation for Financial Institutions

In addition to its new contractual guarantee against the impacts of AI hallucinations and prompt injections in customer and member care AI, Glia provides a comprehensive security stack designed to meet the rigorous compliance standards of the financial industry.

• Automated PII Redaction: Identifying and masking Personally Identifiable Information (PII) at the source, ensuring it never hits a database or is seen by the wrong eyes.
• True End-to-End Encryption: Keeping data private and secure the entire time it is in transit, from the moment a member picks up the phone until it reaches Glia — and between the institution’s own Virtual Private Cloud (VPC).
• No Independent Sharing of PII: Processing data only according to the institution’s specific instructions and never leaking personal information to undisclosed third parties for product testing or development.
• Virus and Malware Scanning: Automatically scrubbing all attachments exchanged through the Glia platform to stop digital threats before they can enter the institution’s network.
• Continuous Third-Party Auditing: Undergoing regular, independent verification to ensure Glia’s security measures stay ahead of evolving global standards and banking regulations. These include PCI DSS audits, ADA WCAG reports and more.

“We’re proving that Banking AI doesn’t have to come at the cost of personalized service — or of security and trust,” Michaeli said. “Over 700 banks and credit unions use our Banking AI platform to change their cost structure and prioritize the human element of service, and we’re proud to guarantee it doesn’t come with the risks inherent in other fully-generative tools, some of which are just wrappers for generic LLMs.” 

FF NEWS TAKE
Trust and governance are becoming the defining factors in how banks adopt AI technologies.

Glia’s decision to offer contractual guarantees around hallucinations and prompt injection risks signals how seriously financial institutions view the potential downsides of generative AI. As more banks integrate AI into customer interactions, vendors that can demonstrate predictable, auditable and secure AI behavior—rather than relying purely on generative models—will likely gain a competitive edge in the highly regulated financial services industry.

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