Overview

Omilia Agent Assist is a real-time conversational intelligence solution that listens to live agent–customer conversations and surfaces contextual assistance during the interaction — including live transcription, sentiment detection, knowledge-base suggestions, action prompts and post-call summaries. Designed to speed up resolution, reduce average handle time, improve first-call resolution and support agent coaching, Agent Assist integrates into contact-center workflows to provide in-call guidance and post-call analytics without interrupting the agent experience.

Features and Capabilities

• Real-time transcription & summarization: Transcribes conversations live and generates concise call summaries and next-step actions for agents and supervisors to review immediately after the interaction.
• Contextual knowledge suggestions: Surfaces relevant KB articles, scripts, policy reminders and response templates inline so agents can provide accurate answers faster.
• Sentiment and emotion detection: Continuous sentiment analysis highlights frustrated or escalatory language in real time so agents or supervisors can intervene or de-escalate proactively.
• Action suggestion & script adherence: Offers recommended next actions, form fills, and script prompts to keep agents aligned with compliance and SOPs.
• Post-call triggers & analytics: Automatically creates post-call tasks, tags, and analytic events (e.g., QA flags, coaching needs, compliance incidents) for later review and workforce optimization.
• Real-time fraud detection & voice biometrics support: Integrates fraud-protection signals and voice biometric results to help agents verify identity and reduce risk during interactions.
• Integration with contact center systems: Built to plug into existing telephony, CRM, and knowledge-management systems so recommendations appear within agent desktops.
• Agent coaching & performance uplift: Provides supervisors with live monitoring, coaching prompts and post-interaction insights to accelerate onboarding and improve KPIs.
• Generative-AI assisted responses: Uses generative capabilities to produce suggested phrasings, replies and call scripts tailored to the customer context and agent role.
• Compliance and audit trails: Logs suggested actions, agent acceptances/rejections, and conversation metadata to support QA and regulatory reviews.