Case Study: Omilia achieves 22% higher IVR success with Defined.ai's multilingual conversational AI data

Omilia boosts IVR success by 22% with Defined.ai

Omilia, a Gartner-recognized leader in conversational AI solutions, faced challenges scaling its customer service platform across over 30 languages while improving accuracy, reducing call handling times, and adhering to strict data privacy regulations. To overcome these hurdles, Omilia partnered with vendor Defined.ai for smarter data collection and annotation.

Defined.ai provided custom multilingual speech datasets and annotation services, which included phonetic diversity and emotionally annotated data to enhance real-time sentiment detection. This solution delivered significant results for Omilia, including a 22% higher IVR success rate and 15% fewer recognition errors, all while ensuring full regulatory compliance.

Omilia