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Real-time Support to Boost Agent Productivity and Enhance Service Quality
Omilia’s AI Agent Assist, part of our comprehensive platform, gives agents helpful support while they serve customers. This helps them meet requests quickly and effectively. As a result, customer satisfaction and agent morale improve.
Omilia Workforce AI identifies and resolves customer friction points, reducing effort and frustration across every interaction. AI-powered sentiment analysis personalizes conversations with empathetic responses, while real-world insights continuously refine AI assistants for better self-service. By detecting churn risks early, it helps agents proactively retain customers and improve satisfaction.
Easy Access to Knowledge
Reduce the time it takes agents to find information. Agent Assist gives helpful information from a knowledge base during customer interactions. It advises agents so they can quickly and efficiently offer high-quality support to customers.
Empathetic Engagement
Analyze how customers and agents feel in real-time. Set up alerts and trigger actions when needed. Escalate issues to supervisors if necessary. This helps agents handle problems well and makes 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. Your CRM saves fully contextual transcripts for analysis, enabling your agents to 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, all within your contact center platform, 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.
