AI for contact centers
Accuracy of recognition
and natural language
understanding

AI for contact centers
Accuracy of recognition
and natural language
understanding

Product

The Omilia Technology Stack

Under One Platform

Omilia has developed an entire stack of proprietary technologies that allow the enterprise to realize the digital transformation of their customer care. By taking an Omni-channel approach to the design of its technologies Omilia is able to provide its customers with a single unified platform for conversational customer service on all channels.

 
 
 


The solution from Omilia is the world leader in natural speech recognition (NLU) in contact centers. The DiaManT platform combines convenience in the process of customer self-service and at the same time reduces the costs of contact centers: eliminating erroneous transfers to the operator group's skill, reducing operator talk time with customers by 30% and automatically servicing up to 70% of customers without operator effort. The DiaManT platform allows customers to communicate with the NLU solution, without the need to delve into the complex menus and IVR options. DiaManT extracts meaning from customer requests and makes decisions in automatic mode. Omilia provides a full range of technologies: SIP IVR, deepASR® (Automatic Speech Recognition) is based on deep neural networks, which converts voice to text, innovative NLU engine (deepNLU®) and Dialog Manager, which has repeatedly won awards in international competitions deepNLU® .



Omilia has developed a more advanced NLU technology that is able to recognize the full meaning of a user's expression in the context of a particular business profile, Omilia does a lexico-grammatical analysis of the text, parses the semantic ontology of the text, and uses a program that performs a logical conclusion from the pre-built facts and rules database in accordance with the laws of formal logic. As a result, high accuracy is achieved in understanding the natural language.

The accuracy of speech recognition and understanding of deepNLU® technology is over 90% in business profiles such as banking and telecommunications, and the ability to determine the number of unique recognized topics exceeds 1000, while other solutions achieve less than 80% of recognition accuracy with a categorization of at most 50-90 categories.

The range of services provided:

• Development of a design solution, research and implementation pilot testing
• Implementation of the solution, including training
• Technical support and project support

 

Contact centers that have implemented Omilia solutions
received the following positive indicators

 
  • Reducing average talk time30%
  • Reduction of transfers between operators90%
 
 
  • Reducing call drops50%
  • Increasing Customer Loyalty (NPS)30%
 
 
  • Increased automation60%
 
 


The solution from Omilia is the world leader in natural speech recognition (NLU) in contact centers. The DiaManT platform combines convenience in the process of customer self-service and at the same time reduces the costs of contact centers: eliminating erroneous transfers to the operator group's skill, reducing operator talk time with customers by 30% and automatically servicing up to 70% of customers without operator effort. The DiaManT platform allows customers to communicate with the NLU solution, without the need to delve into the complex menus and IVR options. DiaManT extracts meaning from customer requests and makes decisions in automatic mode. Omilia provides a full range of technologies: SIP IVR, deepASR® (Automatic Speech Recognition) is based on deep neural networks, which converts voice to text, innovative NLU engine (deepNLU®) and Dialog Manager, which has repeatedly won awards in international competitions deepNLU® .



Omilia has developed a more advanced NLU technology that is able to recognize the full meaning of a user's expression in the context of a particular business profile, Omilia does a lexico-grammatical analysis of the text, parses the semantic ontology of the text, and uses a program that performs a logical conclusion from the pre-built facts and rules database in accordance with the laws of formal logic. As a result, high accuracy is achieved in understanding the natural language.

The accuracy of speech recognition and understanding of deepNLU® technology is over 90% in business profiles such as banking and telecommunications, and the ability to determine the number of unique recognized topics exceeds 1000, while other solutions achieve less than 80% of recognition accuracy with a categorization of at most 50-90 categories.

The range of services provided:

• Development of a design solution, research and implementation pilot testing
• Implementation of the solution, including training
• Technical support and project support

 

Contact centers that have implemented Omilia solutions
received the following positive indicators

  • Reducing average talk time30%
  • Reduction of transfers between operators90%
  • Reducing call drops50%
  • Increasing Customer Loyalty (NPS)30%
  • Increased automation60%

WORLDWIDE EXPERIENCE

About us

Company was founded in 2010 to promote the innovative solutions in the field of information technology and telecommunication. EvoTech CA LLP is associated with group of companies working in CIS market since 2008. Our team of professionals has a solid background of technical expertise, solution architect and project implementation based on innovative applications providing maximum availability modern technologies to the business requirements. We have delivered valuable results and implemented projects in the civil and industrial sectors.

Our team has implemented applications like:

• Enterprise and Metro networks
• Wireless access
• Visualization systems
• Video surveillance solutions
• PBX & Call Centers

In addition to the listed EvoTech CA LLP focuses on providing solutions for automation process control systems in various industries and manufacturing.

“Turn-key solution” is available by group of companies:

• Project development - developing, site survey, consulting
• Implementation - installation, training
• Support - warranty and post-warranty technical support

Contacts