AI is definitely a buzzword (or acronym). And while there's a daily barrage of media discussing "AI-everything," the fact is that AI is still in its infancy despite the size of its media spotlight. It has just taken its first steps. The tech still has a lot of room to grow - and it will. However, it must be developed using a human-centric approach to grow in a way that serves humanity.
That means putting empathy, authenticity, and emotional intelligence at the core of AI interactions, whether driven by a human agent or conversational AI. That's particularly critical in a customer service setting and comes with its lot of unique hurdles.
One major player in the conversational/generative AI space, Omilia, understands the challenge. And it has started laying the foundations of human-centric AI in customer service with its Omilia Cloud Platform.
What is Human-Centric AI?
The core principle behind human-centric AI is that technology should enhance humans' natural abilities and talents rather than replace them. Businesses can leverage AI using a "best of both worlds" approach, in which technological resources mesh with human resources, working in tandem to produce positive interactions and outcomes for both the organization and its customers.
The above definition is conceptual; it's a design philosophy, so it can appear somewhat academic. Let's consider what that can mean concretely by highlighting three human-centric tools that Omilia has integrated into its cloud platform.
Conversational Voice
Imagine automating 90% of your call center interactions while boosting first-call resolutions through human-like interactions that deliver engaging, personalized customer experiences. Sounds pretty sweet. But you don't need to imagine it because that's precisely what Omilia Conversational Voice achieves.
Conversational Voice automates complex voice interactions without sacrificing accuracy. Out of the box, it hosts multiple pre-trained industry-specific AI models that can understand context, ask follow-up questions, and clarify responses. With its ability to infer sentiment, remember past interactions, and adapt to the situation in real time, you'll see your service levels go up as your wait time goes way down, freeing up your human workforce to focus on more valuable tasks.
Contact Center Security
Omilia Cloud Platform also safeguards your business and customers. Contact Center Security, featuring Omilia's multi-layered anti-fraud mechanisms and intelligent authentication services, is built into the platform and includes three critical verifications:
- Voice Biometric Verification: Customers can opt-in to voice biometric authentication using their voiceprint, and the next time they call, they'll be securely authenticated within a few seconds as they interact with your IVR or human agent.
- Liveness Detection: Omilia's Cloud Platform can mitigate the threat of synthetic/artificial voices. Its algorithms can thoroughly analyze a caller's voice and distinguish between natural (i.e., real) and artificial voices to confirm authenticity with a level of accuracy no human could attain.
- Speaker Change Detection: If the speaker changes after successful authentication, it won't go unnoticed. Omilia's Contact Center Security will detect the speaker change and immediately transfer the call to a human agent or fraud team.
Agent Assist
Let's face it: customer service is a tough job. Customers can be demanding, and agents are under pressure to quickly find relevant information to reach the resolution point.
Omilia Agent Assist supports your agents by providing pertinent information to the agent based on the interactions of the live call, helping drive successful outcomes.
In addition, Agent Assist can infer customer and agent sentiment in real-time and trigger actions, like escalation to a supervisor. It can also make live suggestions to agents, so they always know where they're at within an interaction and where to go next.
This enables your agents to feel confident they're handling each call, and customer request professionally while the customer feels understood and that their case is taken seriously.
Wrap Up
While AI development can certainly be seen as "rocket science," making AI more human-centric is not. As I mentioned in the opening paragraphs, it's a design philosophy. Human-centric AI doesn't rewrite the AI model training manual. It's about how you end up putting your model together. It's about how you build it. And, as they say, if you build it, they will come.
Omilia has built it. And for those who have embraced it, there's no turning back.