What is an AI call center? An improved customer service solution for businesses today.

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Are you unable to manage the large volume of customer calls? Are multiple communication channels making it impossible to manage all their information? Understanding this, AI call centers were created to solve these problems. So, what is an AI call center? What are its outstanding benefits? Let’s find out in the article below.

What is an AI call center?

An AI call center is a customer service center of an organization or business that uses AI technology. The communication and answering system is pre-programmed and performed automatically without human intervention.

What is an AI Call Center? An Advanced Customer Service Solution for Businesses Today

Unlike traditional call centers where employees are always in the office to answer calls, an AI call center allows businesses to receive customer calls anytime, anywhere. Thanks to Callbot software, an AI call center has all the functions of a traditional call center but with the added ability to automatically interact with customers naturally.

OMI AI Solution – A Trio of Amazing AI Technology Applications

OMI AI is a trio of AI technology applications integrated on the OMICall – AI Omni-Channel Contact Center platform, including: OMI Callbot AI, OMI Voice Verify, and OMI Voice Analysis.

Vietnam’s Leading AI-powered Multi-Channel Virtual Call Center

OMI Callbot AI

This is a solution for making and receiving calls using AI for automated interaction with customers. Simply put, it’s a robot that can automatically make and receive calls with customers 24/7 without getting tired or bored.

It utilizes two technologies: Callbot AI for mass outbound calls to interact with and confirm information with customers, and Virtual Agent – ​​for receiving, answering, gathering information, and automatically routing calls.

OMI AI Solution – A trio of amazing AI technology applications

Advanced technologies used:

• ASR: Audio-to-language analysis; the system has currently trained voices for over 2000 hours, ensuring it can distinguish accents from all three regions of Vietnam;
• Text-to-speech: This system reads text passages with a gentle, friendly voice, mimicking real speech, and emphasizes sentences for maximum effectiveness;
• NLP: Language analysis to process Vietnamese, separating semantics and phrases within the text;
• NLU: Helps determine the meaning of the dialogue, identify collected data, and determine user agreement/disagreement to ensure the BOT executes according to the script;
• Dynamic conversion: Helps build contextually natural, convenient, and comprehensive scenarios.

Các tính năng chính:

• Xác nhận đơn hàng tự động;
• Thiết kế kịch bản gọi điện trực quan, tương tác tự động 2 chiều và hiểu được phản hồi của khách hàng;
• Thiết kế chương trình gọi điện với các dữ liệu khách hàng có sẵn;
• Lựa chọn giọng nói theo giới tính, vùng miền và cảm xúc không bao giờ mệt mỏi với hiệu suất hàng chục ngàn cuộc gọi trong một giờ;
• Báo cáo về các thông tin, kết quả của việc gọi điện được tổng hợp một cách rõ ràng.

OMI Voice Verify

This solution uses “biometric voice” technology to identify customers based on pre-sampled voice.

Steps for analyzing and identifying customer voice:

• Step 1: Take the first customer voice sample;
• Step 2: The OMI Voice Verify system begins analyzing and creating a sample;
• Step 3: The customer calls the OMICall hotline;
• Step 4: OMI Voice Verify begins checking if the voice already exists, and if so, identifies that customer’s information.

The OMI Voice Verify solution includes outstanding features such as:

• Fast verification;
• Optimized algorithm with accuracy up to 95%;
• Includes reports and a user-friendly interface;
• Supports the creation of dynamic scenarios based on templates, outbound campaigns, etc., to collect and verify voice samples.

OMI Voice Verify

OMI Voice Analysis

OMI Voice Analysis is a call content monitoring solution that helps improve the quality of customer service teams. It also analyzes and scores all calls between businesses and customers, uncovers customer insights, and provides immediate alerts for negative calls.

Features of OMI Voice Analysis include:

• Automatically analyzes and scores calls based on criteria such as conversational scenarios, keywords, emotions, speed, speaking duration, and company-defined criteria;
• Automatically compiles and stores recorded call files;
• Automatically detects and immediately alerts managers when calls contain negative keywords.

Why should businesses choose OMICall’s AI call center?

Save time and costs

Helps businesses reduce the need for a large workforce to make calls. Calls are made at a high frequency – hundreds of thousands of calls per day – with deployment time shortened by up to 90%.

Increase employee productivity

By filtering data and automating repetitive tasks, employees can focus on handling more potential customers.

Improve customer service

OMICall’s call analytics feature helps businesses gain customer insights, enabling them to address customer issues promptly 24/7 and prevent communication crises related to service quality. This leads to increased customer satisfaction.

High reliability

• Servers are located in a large IDC (Internet data center) – Viettel IDC;
• Uptime rate is over 99.9%;
• The model is designed to handle high load;
• We are a provider of telecommunications solutions for major network operators such as Viettel, Metfone, etc.

Experienced team

• Over 50 staff members with years of experience in the telecommunications industry;
• Dedicated 24/7 deployment and technical support team;
• Consulting team on scenarios and application processes for businesses.

In conclusion,

This article has answered the question “What is an AI call center?” as well as the outstanding features and benefits that OMICall’s AI call center offers. OMICall is proud to be a professional provider of AI call center solutions, ready to support and enhance the competitiveness of businesses in the digital age.

Contact us via:

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh