Retailers Lower Costs and Drive Revenue With Omilia Conversational AI

Create Positive Customer Experiences Across All Channels By Fusing Digital and Physical Experiences.

Retailers Lower Costs and Drive Revenue With Omilia Conversational AI

Create Positive Customer Experiences Across All Channels By Fusing Digital and Physical Experiences.

Retailers Adapt at Pace to New Customer Demands Driven By Digital Change

Retailers are managing what Gartner calls a ‘once-in-a-lifetime’ disruption to their industry. The COVID-driven digital transformation push has turned exercises in simple e-commerce enablement into a complex reimagining of businesses around new buyer expectations.

Customers demand a multi-channel experience and want to purchase on their terms (and schedules). They also want an experience customized to their needs. In this context, retailers must prioritize increasingly complex supply chains, new competition, workforce disruption, and ever-present margin pressures.

Solving all of these challenges is keeping retail leaders up at night. But one thing is for sure – the retail business has changed forever, and companies that fail to adapt will be left behind.

Conversational Voice for Retail

Whether taking an order at a drive-thru or answering customer queries on your e-commerce site, AI voice bots can save your business money and free up employees for more critical tasks.

Omilia Conversational Voice for Retail does more than help you automate order processes and meet customer needs faster. You can reimagine your workforce by removing redundant and repetitive work, which improves retention and recruitment.

Package tracking

Loyalty points management

Complain management

Store
Location

Product Search

Ordering

Conversational Voice comes with a package of ready-to-go skills for Retail domain that minimizes Go-Live. It enables an easier customer experience with dynamic, context-sensitive understanding. It also removes rigid multi-step directed speech flows, so there’s never an “incorrect” word or phrase.

And we eliminate the step-by-step progressions that frequently reset and lead to poor customer experiences

Pre-trained for end-to-end Customer Journeys

1 +

Flows

5730

Entity
Instances

100 +

Intents

200 +

Entity
types

Conversational Voice comes with a package of ready-to-go skills for Retail domain that minimizes Go-Live. It enables an easier customer experience with dynamic, context-sensitive understanding. It also removes rigid multi-step directed speech flows, so there’s never an “incorrect” word or phrase.

And we eliminate the step-by-step progressions that frequently reset and lead to poor customer experiences

Package
tracking

Loyalty points management

Store
Location

Complain management

Product
Search

Ordering

Callers Engaged By Natural Conversations

Customers express themselves naturally thanks to a human-like Conversational Voice.

Omilia automatically asks follow-up questions if a retail customer’s queries are unclear.

Provide end-to-end customer journeys from ‘add to cart’ to a secure payment process.

Automated Purchasing and Servicing

Automate the order process using conversation flows and sophisticated integrations with internal systems and payment processing platforms.

Integrate with courier platforms using APIs, SQL, or RPA to enable advanced live order and delivery tracking in discussions.

Create a new order and select and customize product features.

Voice Biometrics
Authenticates Callers

 

Advanced voice biometrics let you validate a caller’s probable identity before reaching an agent.

Automated business logic can save 40 seconds per call.

Conversational Chat for Retail

Retail customers are embracing AI chatbots to quickly answer questions, provide quick and easy customer support, and upsell products in real-time, any time of day or night. Automation also reduces costs, with customers booking service appointments and purchasing without needing sales agent support.

Omilia Conversational Chat for Retail offers out-of-the-box Bot functionality for retail and pre-packaged retail self-serve use cases. You can easily add Click-to-Chat on your company’s Website, letting customers initiate a Chat Bot session using a simple “Chat Now” button.

Conversational Chat lets customers seamlessly escalate to live agents as necessary (with chat history included). And for a more personalized experience, chatbots can dynamically reach out to customers based on their prior behaviors.

Retain Retail Customers During Digital and Physical Fusion

Guide customers online and connect to a live agent when necessary.

Create a unified customer experience across channels by triaging and automating online in coordination with human employees in-store and elsewhere.

Create Efficient Retail Workflows

Deflect calls from voice sessions to Conversational Chat sessions.

Guide customers even without logging in.

Provide Reactive and Proactive Help

Quickly route chatters to the correct answer, including redirection on your website.

Ask your customers follow-up questions to clarify their responses.

Omilia Authentication and Anti-Fraud for Retail

As retail customers increasingly embrace omnichannel, they expect seamless experiences. But retailers must balance customer ease of access with ensuring data protection and privacy and avoid potential fraud.

 

Omilia Authentication and Anti-Fraud for Retail

As retail customers increasingly embrace omnichannel, they expect seamless experiences. But retailers must balance customer ease of access with ensuring data protection and privacy and avoid potential fraud.

 

Easy, Opt-In Customer Enrollment

By using natural language instead of passwords, customers will save time and frustration.

Sample the customer while they speak to an agent or in the IVA.

Encourage customers to participate and get serviced faster using a straightforward opt-in process.

Leave Simple Biometrics Behind

Build and maintain a known fraudster list as a reference for future calls.

Analyze and inspect phone numbers to determine their authenticity.

Be alerted if someone calls in too often or attempts to access multiple accounts.

Reduce Retail Staff Costs and Shrink AHT

Voice Biometrics identity and verification lets you quickly identify and authenticate users, saving up to 40 seconds on each call.

Use AI technology to deflect more retail customer calls away from agents using easy authentication strategies.

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Learn How Omilia Can Help Retailers Lower Costs and Drive Revenue