Speech robot for contact centers
Provide the best contact center service to your customers in any channel - in voice, messengers, and online chats. The omnichannel platform hears, understands, and cares about your customers.
Our solution

Omilia automates customer service in the dialog mode — in the call center, messengers, social networks, online chats on the website or in the application and allows you to completely replace the operator in the vast majority of cases of contacting the contact center. Modern technology of speech recognition and interpretation of meaning simulates a natural non-linear dialogue, taking into account the peculiarities of speech behavior of a living person. Omilia's artificial intelligence extracts meaning from customer requests and makes decisions automatically.

The platform allows you not only to reduce the cost of maintaining a contact center, but also to improve the quality of service: the absence of a multi-level voice menu, the elimination of erroneous transfers to the skill group and the reduction of waiting time — your customers can receive the necessary information or service almost instantly!

Any level difficulties
The qualification of the team allows you to work with a project of any complexity "turnkey", starting with the study of problems, ending with full support
Use latest solutions
Our engineers create unique products that effectively solve the tasks of the most demanding customers
Right on time
We perform the work within the agreed time frame, observing the quality standards and ensuring the required reliability
Flexibility and responsiveness
Our team is able to work in a dynamically changing project environment
Full range of technologies
The solution is based on innovative technologies of natural speech recognition, adapted to the Customer's industry
Better reliability
The accuracy of natural speech recognition and the correct execution of tasks is comparable to the results of a person
Любой уровень сложности
Квалификация команды позволяет работать с проектом любой сложности «под ключ», начиная с изучения проблематики, заканчивая полным сопровождением
Используем новейшие решения
Наши инженеры создают уникальные продукты, которые эффективно решают поставленные задачи самых требовательных клиентов
Точно в срок
Выполняем работу в согласованные сроки, соблюдая стандарты качества и обеспечивая требуемую надежность
Гибкость и отзывчивость
Наша команда умеет работать в динамически меняющихся условиях проекта
Полный комплекс технологий
Решение построено на инновационных технологиях распознавания естесственной речи, адаптированных к индустрии Заказчика
Лучшая достоверность
Точность распознавания естесственной речи и корректность исполения задач сравнима с результатами человека
Omilia implementation results
Reducing the average conversation time
Reduction of transfers between operators
Reducing call resets
Increase Customer Loyalty (NPS)
Increasing automation
Solution architecture
DiaManT

DiaManT is the core of the platform and a single point of integration with back office systems. DiaManT processes information received through all channels of interaction with the client — text and voice. It is in this part of the platform that the mechanisms of natural speech recognition — deepNLU (Natural Language Understanding), based on artificial intelligence, are concentrated. deepNLU analyzes the vocabulary, grammar, and semantics of the text, and then performs a conclusion from a pre-built database of facts and rules in accordance with the laws of formal logic. In addition, the system takes into account the intonation of the speaker, which also affects the robot's reaction: an incoming call from an agitated or dissatisfied customer will be transferred to the operator as quickly as possible.

DiaManT remembers the history and context of the client's requests, which ensures continuous communication and the possibility of a seamless transition from one channel of interaction with the client to another.

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Deep ASR

Deep ASR (Automatic Speech Recognition) – a component for automatic speech recognition. This part of the system converts the voice message into text and transmits it to DiaManT.

Deep ASR uses neural networks and built-in noise reduction mechanisms, which ensures high accuracy of speech recognition. Deep ASR supports a complex language model and is able to work with multiple languages at the same time, as well as with their combinations, dialects and accents.

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Deep VB

Deep VB is a component for voice biometrics. In the process of communicating with the client, the system creates and stores unique "voice prints", which are used for passive verification of the client during subsequent calls. Depending on the security requirements for a particular client request, Omilia uses voice biometrics as an additional or single authentication factor, and is able to dynamically return to basic security issues (i.e. PIN, date of birth, etc.). Thus, voice biometrics allows you to simplify and speed up customer service.

Voice prints are stored in a closed format in the system's databases and cannot be decompiled and used outside the system. All personal and financial data is stored in accordance with the requirements of the international payment card data security standard PCI DSS for a limited period of time in an encrypted format in the on-premises enterprise data center or on the Omilia cloud.

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Om IVR

OmIVR (Interactive Voice Recognition) - a component for receiving and distributing the flow of incoming calls. OmIVR addresses Omilia's speech recognition and synthesis systems, providing high-speed and accurate call routing.

OmIVR runs on both physical and virtual hardware and can be scaled to meet the needs of the client organization.

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Our cases
Task
improving contact center performance

Decision

In order to intensively increase the productivity of the contact center on incoming and outgoing traffic, it was decided to implement NLU-technology, which, in the conditions of multilingualism, will improve the bank's customer orientation and increase productivity without losing quality. The best solution was the Omilia platform, which is successfully used to automate the processing of incoming traffic, and is also used to process "cold" databases on outgoing campaigns.

Task
improving contact center performance

Decision

The problem of long queues prompted the robotization of the contact center, and the trend of increasing the share of text requests required an omnichannel solution. This turned out to be Omilia, which provided the best solution among the competitors, which, among other things, supported the multilingual communication characteristic of our multi-ethnic country. Since 2017, the omnichannel platform has been successfully operated by the largest mobile operator in Kazakhstan.

Task
automating outgoing campaigns

Decision

For debt collection tasks in the early stages, it was necessary to use a system that supports communication in several languages and simulates human behavior with the usual speech turns and artifacts. Omilia met the requirements, and the successful pilot confirmed our expectations. We multiply the experience gained in other regions and segments.

Задачи
Интеграция информационных систем

Решение

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Задачи
Интеграция информационных систем

Решение

Мы применили мультиоблачное решение, которое было разработано специалистами Evotech с дальнейшей интеграцией управления в информационные систем, работающие в облачных средах Microsoft Azure и Amazon Web Services и тем самым повысили эффективность управления ИТ-ресурсами.

Задачи
Интеграция информационных систем

Решение

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