Lifesize, a communication solutions provider, is partnering with Omilia, a provider of conversational artificial intelligence solutions, to increase automation opportunities for organizations using the Lifesize CxEngage cloud contact center platform.
When paired with Omilia's conversational AI capabilities, contact centers on the CxEngage platform will be able to gauge inbound customers' needs and route calls to appropriately skilled agents.
Omilia's AI-powered virtual assistant focuses on customer care tasks, maximizing automation and self-service, and routing customers to the proper customer service agent. These automated customer interactions are brought to life across interactive voice response (IVR), web chatbots, social media, and messaging platforms. Omilia's AI-powered natural language understanding is localized to 24 languages and can be customized across industries.
Through the partnership, Omilia's voice biometrics can also be deployed to authenticate caller identity based on voice patterns within the IVR system.
"At Lifesize, we recognize that quality customer service often begins and ends with the contact center, and is heavily informed by the first customer interaction with a brand," said Andy Bird, director of product management for contact center solutions at Lifesize, in a statement. "In Omilia, we're pleased to have a true partner with the innovative technology to ensure those first interactions are positive building blocks toward the overall customer experience and a more defensible bottom line."
"Our partnership with Lifesize speaks to our commitment to make advanced conversational AI technology more accessible," said Dimitris Vassos, CEO of Omilia, in a statement. "Companies using the Lifesize CxEngage cloud platform can now provide a customer service experience that makes it easy to engage with a virtual agent while significantly reducing costs. A combination of our unique natural language understanding capabilities, state-of-the-art speech recognition engine, and omnichannel dialogue management platform is advancing our industry, and we are proud to bring the value of our solutions to Lifesize customers."