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Omilia Workforce AI™ leverages Generative AI to automate the analysis of live and recorded customer calls across voice, chat, and digital channels. It provides a customer experience X-ray to uncover precise and actionable insights into where and how a call can be improved to increase customer satisfaction.
Workforce AI automates call summarization, quality scoring, and compliance monitoring, reducing manual workload and optimizing agent performance. AI-driven insights streamline post-call processing, enhance training, and ensure regulatory adherence, allowing contact centers to operate more efficiently while improving service quality and reducing costs.
Automated Call Summarization and Categorization
Generates AI-driven editable call summaries to streamline post-call processing, reviews and issue resolution, reducing the time spent on manual quality monitoring. IT automatically categorizes and tags calls based on e.g., customer complaints, empathy displayed by agents. New categories and tags can be added and calls can be retagged on the fly.
Quality Scoring and Coaching
Workforce AI assesses 100% of interactions compared to the typical 1% manual review and evaluates agent behaviors like objection handling and personalization. It automates quality evaluations and coaching using ranking systems and suggests effective responses based on historical best practices, so you can coach human agents and tune AI agents.
Compliance and Risk Mitigation
Workforce AI streamlines compliance monitoring and ensures regulatory and policy adherence to reduce risk exposure. AI detects script adherence, sensitive data leaks, and policy violations, and redacts sensitive data in analyzed transcripts, ensuring calls meet legal and internal standards.
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.
Analytics and Insights
Integrated with Omilia Conversational Insights®, it provides quality and CX managers full visibility into contact center performance metrics, including sentiment analysis, average handle time, and first contact resolution so they can quickly and proactively implement service improvements and drive improved customer loyalty.
Churn Risk Detection
Workforce AI identifies customers that are at risk of leaving based on patterns of dissatisfaction. It flags mentions of competitors or repeated complaints and detects escalation triggers to enhance issue resolution.
Sentiment Analysis
Detects positive and negative sentiment from both customers and agents and highlights points in conversations where sentiment shifts occur. This enables customer experience leaders to assess customer satisfaction and identify areas for improvement.
Omilia Workforce AI provides real-time insights into agent performance and customer interactions. AI-driven analytics help identify coaching needs, process inefficiencies, and compliance risks. This leads to better call resolution rates, reduced escalations, and improved customer satisfaction.
With AI-powered automation, manual call monitoring is eliminated, ensuring faster, more accurate evaluations. Compliance adherence, objection handling, and sentiment trends can be tracked effortlessly. Focus on high-impact calls to improve efficiency and decision-making.
Agents receive real-time feedback and AI-driven coaching to enhance communication, script adherence, and problem-solving skills. Automated call evaluations provide clear insights on strengths and areas for improvement, boosting agent confidence and performance.
AI-driven insights help personalize customer interactions for better engagement. Predictive analytics uncover pain points, allowing for proactive service improvements and stronger customer loyalty.
