Workforce AI | AI Call Center Workforce Optimization

Omilia Workforce AI™ leverages Generative AI to automate the analysis of live and recorded customer calls across voice, chat, and digital channels. By using generative AI to analyze 100% of interactions, both live and recorded, it delivers instant, actionable insights that improve service quality, reduce operational costs, and drive measurable impact across your customer experience offering.

Benefits of Workforce AI for your Business

Workforce AI automates call summarization, quality scoring, and AI compliance monitoring, reducing manual workload and optimizing agent performance. AI-driven insights streamline post-call processing, enhance training, and ensure regulatory adherence, allowing contact centers to operate more efficiently while improving service quality and reducing costs.

Automated Call Summarization and Categorization

Generates AI-driven editable call summaries to streamline post-call processing, reviews and issue resolution, reducing the time spent on manual quality monitoring. It automatically categorizes and tags calls based on e.g., customer complaints, empathy displayed by agents.
Quality Scoring and Coaching

Workforce AI automatically assesses 100% of interactions, not just the typical 1% that manual reviews provide, and evaluates agent behaviors like objection handling and personalization. It automates evaluations and coaching using ranking systems and suggests effective responses based on best practices, so you can coach human agents and tune AI agents.
Compliance and Risk Mitigation

Workforce AI streamlines compliance monitoring and ensures regulatory and policy adherence to reduce risk exposure. AI detects script adherence, sensitive data leaks, and policy violations, and redacts sensitive data in analyzed transcripts, ensuring calls meet legal and internal standards.

Benefits of Workforce AI for your Customers

Omilia Workforce AI identifies and resolves customer friction points, reducing effort and frustration across every interaction. AI-powered sentiment analysis personalizes conversations with empathetic responses, while real-world insights continuously refine AI assistants for better self-service. By detecting churn risks early it helps agents proactively retain customers and improve satisfaction.

Analytics and Insights

Integrated with Omilia Conversational Insights®, it provides quality and CX managers full visibility into contact center performance metrics, including sentiment analysis, average handle time, and first contact resolution so they can quickly and proactively implement service improvements and drive customer loyalty.
Churn Risk Detection

Workforce AI identifies customers who are at risk of leaving based on patterns of dissatisfaction. It flags mentions of competitors or repeated complaints and detects escalation triggers to improve issue resolution.
Sentiment Analysis

It tracks customer and agent sentiment in real time to detect key moments of emotional change, and detects shifts in tone across interactions, helping customer experience leaders to identify customer dissatisfaction, understand the context, and prioritize areas for improvement.

Workforce AI Features

Churn Risk Detection

Identifies when a customer might be unhappy or likely to leave by analysing patterns in calls and customer behavior, helping teams act before they lose valuable customers.

Sentiment Analysis

Understands how customers feel during each conversation, giving managers a clear picture of satisfaction levels and areas where service can improve.

Automated Call Summarization & Categorization

Creates short, accurate summaries of every call and sorts them by topic, saving time on admin and helping managers spot trends faster.

Quality Scoring & Coaching

AI quality management automatically scores calls based on tone, accuracy, and compliance, helping supervisors deliver fair feedback and targeted coaching to every agent.

Real-Time Agent Assistance & Coaching

Guides agents during live calls with helpful prompts, next-step suggestions, and compliance reminders, improving service quality in the moment.

Multilingual Support

Monitors and analyzes calls in multiple languages, ensuring consistent quality and compliance standards across global teams and customer bases.

Contact Center Managers

Optimize operations with comprehensive interaction analysis.

Omilia Workforce AI provides real-time insights into agent performance and customer interactions. AI-driven analytics help identify coaching needs, process inefficiencies, and compliance risks. This leads to better call resolution rates, reduced escalations, and improved customer satisfaction.

Quality Assurance Teams

Streamline evaluations & pinpoint training needs efficiently.

With AI-powered automation, manual call monitoring is eliminated, ensuring faster, more accurate evaluations. Compliance adherence, objection handling, and sentiment trends can be tracked effortlessly. Focus on high-impact calls to improve efficiency and decision-making.

Agents

Empowered for self-improvement and career growth.

Agents receive real-time feedback and AI-driven coaching to strengthen communication, script adherence, and problem-solving skills. Automated call evaluations provide clear insights on strengths and areas for improvement, boosting agent confidence and performance.

Customer Experience Leaders

Enhance customer satisfaction with deep insights into their needs.

AI-driven insights help personalize customer interactions for better engagement. Predictive analytics uncover pain points, allowing for proactive service improvements and stronger customer loyalty.