By leveraging Omilia’s Xpert® packages the Intent Categorization and Self Service Dialogs for specific business sectors are hugely simplified so development effort can be reduced by up to 80%. More specifically, Xpert® packages come with pre-built Concept Annotation Dictionaries, Rules and Intents for your business vertical.

Omilia’s expertise in high volume vertical markets including banking and telecoms along with a our experience with the linguistic fluidity of European and Eastern European customers gives us an advantage in creating flexible contact center solutions in any language and vertical. Our go-to market mindset emphasizes speed of deployment, ease of administration and omni-channel interaction handling which can supply demonstrably effective results from day one!

No matter what vertical your business is in, if your call center has more than 200 agents and 4+ million calls per year then Omilia’s technology is likely to be the perfect solution. We invite you to browse our case studies and arrange a demonstration of our technology to learn more about how we can transform your customer care!


Banking and Financial Services

The banking and financial sector continues to follow a path of restructuring and consolidation to ensure economy of scale in all sectors of operations. This restructuring is particularly apparent in the customer service sector where Natural Language Understanding (NLU) technologies are proving to offer exceptional value with voice/telephone continuing to be the least expensive and most accessible customer service channel.

Omilia has extensive experience in the financial and banking sectors in both the European and North American markets. Our NLU technologies have proven effective in smoothing out the customer experience, decreasing average handling time by up to 40% and increasing automation rates by up to 50%.

With integrated real-time reporting, advanced speech analytics and passive IVR-side voice biometrics, Omilia can help take your customer service to a whole new level!

We invite you to browse our case studies, including an exclusive 2017 report from one of the largest financial institutions in North America, and book a demonstration to see our technology in action. 


Mobile Network Operators & Telecommunications

Is it possible to cut costs and at the same time greatly enhance your customer service experience? Omilia’s NLU can totally eliminate agent-to-agent transfers from day one and gradually build up to 70% call center automation resulting  in an up to 50% increase in customer satisfaction.

Our integrated customer satisfaction surveys (NPS scores and free-form feedback with Omilia’s signature Open-Question technology) can measure your results in real time and with a combination of big data and advanced speech analytics illuminate even the darkest corners of customer experience problems in the telecoms industry.

Omilia is proud to have real world deployments of our NLU Technology with some of the biggest Telecommunication operators in Europe. Our Telecom case studies show clearly how improving the customer IVR experience with the use of open language models can lead to dramatic improvements in customer service and customer satisfaction. Don’t just take our word for it, read our case studies from leading Telecom Operators and book a demonstration to see our technology in action.

Omilia is proud to have real world deployments of our NLU Technology with some of the biggest Telecommunication operators in Europe.

Internet Service Providers

Internet Service Providers are commonly plagued with slow and unresponsive voice customer care since a high percentage of calls pertain to connectivity and technical issues. Call center operators are required to spend large amounts of time with each client resulting in long wait times and unhappy customers.

Our voice portal technology incorporates functionality that alleviates these issues by initially setting up scheduled call back services. Taken to the next level, we can implement step-by-step automatic troubleshooting, where the client receives instructions to perform simple troubleshooting tasks, while at the same time our platform performs behind the scenes maintenance (line test, remote reset, etc) and takes simple actions to resolve a large majority of customer problems.

Automatic step by step resolution of first level tech problems is now a reality for Omilia’s ISP customers!


Billing information, meter reading registration, getting connected to an unimaginable number of different departments and reporting problems of various natures can lead to a monstrous menu tree where customers get trapped like flies in a spider web! It is a common problem across customer service departments in the Utilities vertical and it is one that our call center technology can help transform into a seamless and friendly client experience.

With Omilia’s NLU technology customer service calls can now be classified to more than 500 types, without the need for menu hopping and DTMF wheel of fortune navigation. With Task Completion rates of more than 85%, Omilia’s NLU not only classifies user requests into hundreds of distinct categories, but it also successfully serves them end-to-end.

Service calls can now be classified to more than 500 types, without the need for menu hopping and DTMF wheel of fortune navigation.

Insurance Companies

How does your client perceive your company when he is faced with endless queues just to get simple information? Are your customers spending minutes on-hold just to get quoted a price, or just to get information about their insurance claim? This is now a thing of the past!

Omilia’s NLU can transform your client service portal and make information available to customers in just seconds.

Ticketing Applications

Don’t spoil your client’s experience by putting them on-hold just to get their tickets. Omilia has managed to get up to 90% automation in ticketing applications… and that is not the best part!

We have virtually eliminated queues, and payment by credit card has never been easier. Natural Language Understanding means that clients can change their mind midway through the process, change dates, times and destinations, just like they do when talking to a human operator.

Achieve 90% automation in ticketing applications allowing customers to change dates, times and destinations at any point of the process!