“We are in the business of destroying IVR as a legacy experience and rediscover it as the new, digital channel…with not just technology; there is a portion that is art behind what we do”.

“…with Conversational AI you have to be able to understand context, you have to be able to deal with the unexpected… Conversational AI is: can you deal with real human nature?  And that’s what we focus on.”

While at the CCW Vegas 2019: Discover Financial Services & Royal Bank of Canada with Omilia @ CCW on deploying Conversational IVR

We are an agile team with the thirst for innovation startups dream of. Our management team has been in the Customer Care Automation business for more than 20 years, which brings a deep understanding of the market’s needs, the shortcomings of established commercial technologies, and a robust vision for where things should be going.

Couple that with our capacity for rapid commercialization of state-of-the-art technology in Artificial Intelligence and Natural Language Understanding, and it is clear why today Omilia is the only company with over 27 production call-center deployments of true Conversational Virtual Agents, in 15+ countries world-wide, representing 21 different languages, and serving more than 1 billion customer interactions.

Founded in 2002 by Dimitris and Pelias, literally out of their garage, Omilia started as a contact center integrator, building solutions on top of 3rd party software.  We quickly gained first hand experience of the shortcomings and difficulties of delivering an unstructured Natural Language UI with the then available technologies. In an attempt to overcome 3rd party deficiencies Dimitris and team set out to create a next generation technology, an intelligent Dialog Management platform (which realised into DiaManΤ®) and an innovative Natural Language Understanding engine (our deepNLU®), that would be able to bridge the gap and offer a true, seamless, conversational IVR experience.

We are proud to have the most accurate on-premise ASR engine (the deepASR®) in the world, with accuracies in the Banking and Telecoms domains achieving human-level performance. But we don’t stop there: our deepNLU® engine is capable of delivering unprecedented levels of semantic accuracy in conversational dialogs never seen again in live environments, while our deepVB® Biometrics Authentication engine ensures accurate speaker identification.

Omilia offers the entire stack of proprietary ground-breaking technology, bringing solutions to our clients others in the industry only have in their presentation decks.

In 2015 we entered the North American market, and in 2016 we deployed the first ever truly Conversational Virtual Agent solution for Royal Bank of Canada, the largest and most innovative bank in the country.

Today we are working with a number of financial, insurance and telecom organisations in the USA, who offer their customer-base a truly user-friendly, effective, omni-channel self-service solution; an elevated Customer Experience while slashing operating costs.