Close
Real-time Support to Boost Agent Productivity and Enhance Service Quality
Omilia’s Agent Assist provides agents with contextually relevant real-time assistance whilst they’re serving customers so they can fulfill requests quickly and effectively, helping boost customer satisfaction and agent morale.
Agent job dissatisfaction is pervasive; they often have to handle abusive customer calls, are under pressure to meet KPIs, and have limited career development opportunities. Omilia Agent Assist supports agents in their day-to-day job, elevates their role to one of a brand ambassador and helps boost morale.
Easy Access to Knowledge
Reduce the time it takes agents to find information. Agent Assist provides easy to consume information from a KnowledgeBase during customer interactions, advising agents so they can quickly and efficiently provide high-quality guidance to customers.
Empathetic Engagement
Analyze customer and agent sentiment in real-time and set up alerts, trigger actions, or escalate to supervisors where needed so agents are empowered to professionally handle issues and customers feel understood.
Real-time Action Suggestion
Equip agents with suggested actions in real time so they always know what to do next and are following the right script. Agents can also ask questions or have the AI complete repetitive or time-consuming tasks so they can focus on providing hands-on service.
High agent churn rates in contact centers remain a pervasive problem and exert substantial financial strain and operational disruptions on businesses. Businesses need to implement strategies to retain talented agents if they are to maintain high-quality customer service.
Reduce Time-Consuming Manual Work
Automated call transcription and summarization takes time-consuming work off your agents and lets them get back to speaking to more customers. Fully contextual transcripts are saved to your CRM for analysis and so your agents can expertly resolve customer issues and improve customer satisfaction.
Understand Your Customer Needs
Agent Assist provides analytics of agent-side and virtual agent calls giving you insights into customer needs. You can track script adherence, call duration, cost per call and more to identify opportunities to automate more and improve the customer experience.
Reduce Fraud Risk
Reduce the risk of fraud by enabling your agents with anti-fraud tools: voice biometrics, behavioral biometrics, and the ability to detect fraud attempts in real time.
