Case Studies — Omilia

Great companies
achieving great results
with Omilia

Read our success stories to see how large enterprises and smaller businesses are building meaningful conversational experiences for their customers while reducing costs and improving operational efficiency.

Since 2002 Omilia has been helping top-tier businesses enhance their customer experience and automate their customer service using cutting-edge Conversational AI technology that is accurate, simple, and maintainable for the user. Take a look at our case studies for insights into how these businesses utilize Omilia and what results they’re achieving.

Featured Case Study

One of the top N.America banks enables Seamless Human-like
Conversational experiences with smart automation.

+ 1

million

clients

+ 80

million

incoming calls/year

13480

agent seats

+ 1

million

clients

+ 1

million

incoming calls/
year

+ 10000

agent seats

In 2014, following a successful pilot with Omilia, Eurobank EFG took the decision to upgrade their old Voice IVR customer care portal to a new speech-enabled conversational customer care system with Natural Language Understanding (NLU) technology. The new system came online in March 2015 and has successfully served more than 4 million callers until today

Omilia completely re-engineered Alpha Bank’s voice customer care portal to become one of Europe’s first full Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) powered Speech Portals, making customer experience safer faster, and more streamlined than ever.

Vodafone Greece was the first flagship launch of Omilia Technology in year 2010 and a landmark for NLU technology, since it was there that Omilia’s Dialogue Manager was used for the first time. Since then the portal has successfully serviced millions of customer every year, and has received the BITE AWARD for innovation in customer service.

Piraeus Direct Services (PDS) is the contact center operation of Piraeus Bank group, a multinational bank with headquarters in Athens, Greece and spreading into South-East Europe with more than 5 million customers. PDS serves the customers of Piraeus Bank Greece and Piraeus Bank Cyprus LTD on a 24×7 basis.

In November 2016 Kcell, a major telecommunications provider in Kazakhstan, chose to trust Omilia with the delivery of a conversational customer care portal. Fully functional in both Kazakh and Russian languages it aimed to prove the superior results of DNN (deep neural networks) and NLU (natural language understanding) technology over existing DTMF technology.

The No. 1 credit union mortgage lender in Colorado

Introducing an AI-powered and fraud-proof customer service case study featuring a large Credit Union. The credit union aimed to enhance customer self-service and combat fraud using biometric speech analysis. With the deployment of Omilia’s Conversational AI platform, paving the way for future developments such as voice biometrics and a conversational IVR for common queries.

Leading multinational financial services company in Canada

A leading multinational financial services company based in Canada was struggling to provide efficient and secure telephone banking services to its customers. To enhance the customer experience and fulfillment, the bank chose Omilia’s Conversational AI IVR system and its Voice Biometrics authentication service.

One of the biggest credit card issuers in the US

A leading US financial services company faced challenges in providing a seamless customer experience through its call centers due to outdated speech IVR technology. The bank implemented Omilia’s conversational AI platform and significantly improved customer experience, reduced wait times, and provided more efficient and personalized self-service.

We’re good with numbers

1 %

Accuracy

1 %

Task Completion

1 %

Authentication
Success

1 %

Word Error Rate

1 %

IVR Abandonment
Reduction

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