Overview

Omilia Workforce AI is a generative-AI powered call quality and workforce optimisation solution that automates the analysis of live and recorded interactions across voice, chat and digital channels. It applies automated scoring, root-cause analysis and real-time coaching triggers to surface compliance risks, agent performance issues and customer friction points—turning every conversation into actionable QA and coaching insights that improve FCR, CSAT and operational efficiency.

Features and capabilities

• Coverage & Analysis: Automated analysis of 100% of interactions across voice, chat and digital channels, both live and recorded, enabling full-funnel quality measurement and detection of issues at scale.
• Generative AI Insights: Uses generative models to summarize calls, extract root causes, create suggested agent coaching notes, and produce concise action items for supervisors.
• Real-time Coaching & Alerts: Near-real-time detection of compliance breaches, churn signals and conversational breakdowns with automated alerts and coaching recommendations to agents and supervisors.
• Automated Scoring & QA: Closed-loop QA that automates scoring, identifies script deviations, and surfaces patterns across the full corpus of customer interactions to replace manual 1–2% sampling.
• Operational ROI & Analytics: Dashboards and analytics that quantify ROI (reduced QA labor, improved FCR, lower repeat calls), support root-cause trending, and prioritize training investments.
• Integration & Deployment: Integrates with contact-center telephony, CRM and workforce systems to attach insights to agent records and operational flows; designed for enterprise-grade deployment and data governance.
• Multi-channel Transcripts & Redaction: Full transcription across channels with sensitive data handling and redaction options to meet compliance and privacy requirements.
• Custom Rules & Taxonomies: Flexible rule engines and custom taxonomy support to calibrate scoring to business rules, KPIs and industry regulation needs.
• Coach & QA Workflow Automation: Automated generation of coaching items, QA workflows, and case creation for follow-up—reducing manual supervisor effort and speeding feedback loops.
• Actionable Exports & Reporting: Scheduled and on-demand reports, exported insights and integrable alerts for downstream analytics and workforce planning.