It is worth mentioning that Omilia has managed, on short notice, to implement and deliver major changes in our system within only a few hours.
Valentina Yarosh, Customer Service Manager, Alfa Bank Ukraine.
We have also been impressed by the ability of Omilia’s platform to provide NLU service in multiple channels using the same infrastructure, and especially from the ability to support NLU chat self-service…
Elena Piskunova, Head of Contact Centers Division, Privat Bank Ukraine.
Natural Language Understanding
In essence NLU is the ability to understand the complex sentences of human speech, in the same way human brains have managed to communicate for the last millennia. Human conversation is full of imperfections, consisting of slang, multi-string words, abbreviations, fragments, and misspellings… a real human conversation is never perfect. NLU is not, and should not be confused with Keyword recognition, the infamous “say ‘sales’ for sales” that has managed to become so notoriously hated for its shortcomings. “Call Steering” and “Call Categorisation” are also things of the past! deepNLU means truly understanding free, unstructured speech. It means understanding underlying concepts and putting them into perspective of the dialogue context, and then being able to drive a real conversation with the customer. That is what DiaManT does… you just talk… we listen, and understand.
breakthrough ASR technology
Having the ability to truly understand callers is a game-changer. However, before you can understand you must first Listen! For an ASR engine to “work most of the time” simply does not cut it. Callers will quickly feel insecure and will not trust the system. The shortcomings of currently available commercial ASR technology for the contact centre are disappointing consumers and organisations on a daily basis.
This is why we specifically designed and developed our deepASR® technology to perform Natural Language Recognition at near zero error margins. Now you can have the confidence that your customers will have the best Experience ever!
Managing a dialogue is not about hearing well
A great ASR and NLU technology does not guarantee that your NLU solution will have reliable results. To make a comparison, humans are born with perfect ears, but we don’t understand anything until our brain is trained to understand and interact. Think of the ASR as your set of ears. Great ears need to be paired with a great brain, so that words have meaning in the given context and lead to a meaningful conversation. Our DiaManT Dialog Management platform can manage totally unstructured dialogs, allowing callers to use unrestricted Natural Language at any step of the dialog. It adapts dynamically to the caller’s response, planning the dialog ahead in an optimal way. And all this intelligence is built into the platform. As an application developer you don’t have to worry about the call-flow.
A no stress integration with your current infrastructure
Every contact centre IT environment is different, with its own customizations and subsystems, which tends to lead to a labyrinth of inter-connections that can be difficult to work with for even the most experienced teams. Getting different systems to seamlessly work together can become even more complex and projects can take much longer than expected when new technologies that utilize VoiceXML, IP telephony, and MRCP are added to the IVR. The good news is that our delivery team, through a cumulative experience of more than 20 years, has seen it all! We have successfully worked with most types of IVR, PBX, CTI in the market, and will actively take the lead and coordinate efforts to “just make things work”. In fact, we have developed innovative man-in-the-middle technology specifically for solving “inexplicable” incompatibilities between 3rd party systems that can bring the project to a stand still.
One smooth and continuous user experience across all channels
By deploying DiaManT across all channels, clients can have one seamless and continuous communication experience with your brand. Omilia works perfectly to drive dialogue with customers through: – Call Center – Web Chat – Mobile App – SMS – Email DiaManT excels in deriving meaning in order to converse with customers in a natural human-like way, through both voice and text based mediums.
Big data to the rescue
Imagine the insight you could gain from a deep analysis of all your customers conversations. Besides an improved customer service, for the first time ever, Marketing Departments and Client Service can get their hands on such business intelligence. Omilia distills meaning from customer interactions, and all data generated from these conversations becomes readily available as digitized material. We provide our clients with a powerful analytic engine that uses big data to automatically generate intuitive and insightful reports about their customers views and behavior. See problems and new developments at the moment they are occurring… and most importantly be able to act in real time.
Being able to adapt to changes in real time is the most important thing we can do
Your company is always changing, and so are your products. But, are your customers using the vocabulary you think they are? DiaManT is a platform, not just voiceXML. This allows us to add and implement changes to the system, on the go, in a matter of hours. Omilias dedicated team of linguists will not only add new concepts, rules and functionalities to the platform, but also take the proper steps to train, re-train and then train again, for maximum results.
Outbound calling will never be the same again
Omilia’s outbound calling engine will change the way you think about Outbound campaigns. By simply connecting with your CRM, DiaManT drives conversation and performs complex tasks, all based on existing and newly generated information. When compared to the cost of a human agent to perform such outbound campaigns, our cost is just a fraction of the cost of human agents, and in many cases the systems effectiveness even surpasses human results. Now you can take a more proactive approach with your customers, for less.