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Customer Experience that improves with every interaction
Omilia’s Self-Learning CX Agents bring true autonomy to the contact center. They learn from every customer and agent interaction — continuously monitoring, analyzing, and optimizing themselves to deliver ever-better outcomes.
Powered by the Omilia Cloud Platform, these agents combine AI-driven insight with human feedback in a closed learning loop that never stops improving performance. The result is a customer experience that gets smarter, faster, and more personalized every day.
AI observes and records every customer and agent interaction, generating insights into what customers ask, how agents respond, and what drives successful outcomes.
Advanced analytics classify and score interactions across dimensions like task, emotion, and resolution success. The system identifies what works — and where improvement is needed — pinpointing the best opportunities for automation or optimization.
AI automatically generates and improves conversational agents using proven examples from real interactions. It can build new knowledge bases, retrieve information from documents or APIs, and design dialogue flows for both informational and transactional tasks. Human experts can review and refine suggestions before launch.
Before going live, agents are tested with real and simulated conversations — even replaying historical data to predict performance. The AI measures success against real agent outcomes, tuning itself to maximize accuracy and satisfaction.
Once validated, the new or optimized agents are deployed to production under human supervision. From then, every real-world interaction fuels the next round of improvement — keeping the system perpetually evolving.
With Self-Learning CX Agents, every successful customer conversation — whether handled by a human or AI — becomes training data for the next improvement cycle. CX Agents don’t just handle interactions — they evolve from them.
