At Omind, we lead in delivering unified customer experience solutions. Our clients span industries and geographies. We’re excited to introduce the Omind Arya AI Engine — our latest in-house innovation. Arya is built to transform how businesses manage daily tasks and long-term strategies. It uses intelligent automation, machine learning, and real-time analytics. Arya promises to revolutionize CX management and business optimization. Let’s explore Arya’s journey and the features that make it a game-changer for enterprises.
Addressing Modern Customer Experience Challenges
Today’s digital world moves fast. Businesses face a flood of customer interactions every day. These come from emails, social media, phone calls, and live chats. The volume is massive—and growing. Many companies struggle to manage the scale and complexity of these conversations.
Some of the challenges in Modern CXM include:
- Overwhelming Volume: The sheer number of interactions can overwhelm customer service teams, making it difficult to provide timely and personalized responses.
- Channel Complexity: Customers expect seamless experiences across all channels, but managing interactions across multiple platforms can be challenging and inefficient.
- Lack of Centralized View: Many businesses lack a centralized view of customer interactions, making it difficult to understand customer needs and preferences.
- Inefficient Knowledge Management: Difficulty in accessing and sharing relevant information among customer service teams can lead to inconsistent responses and customer frustration.
- Difficulty in Measuring Success: Traditional metrics like customer satisfaction scores may not provide a complete picture of customer experience, making it difficult to identify areas for improvement.
Enter Arya. Inspired by the legendary mathematician Aryabhata, Arya embodies the spirit of innovation and limitless potential. Just as Aryabhata’s groundbreaking discoveries revolutionized mathematics for the entire world, Arya will help transform the way businesses operate. Picture Arya as a vibrant and enthusiastic character for your business, eager to explore new possibilities and introduce innovative solutions. With that thought in mind, let’s see how our advanced AI engine can help businesses solve for the issues above.
Features of Omind Arya AI Engine
Our advanced Omind’s AI engine is a dynamic and interactive system that goes beyond the capabilities of traditional AI. Unlike passive systems that simply process data, Arya is designed to engage with users in a way that feels natural and intuitive.
A few key differentiators of Arya include:
- Interactivity: Arya can engage in real-time conversations, providing immediate responses and adapting to the context of the interaction.
- Adaptability: Arya learns and evolves over time, constantly improving its performance and adapting to changing business needs.
- Intelligence: Arya possesses a high level of intelligence, enabling it to understand complex queries, reason logically, and make informed decisions.
By embracing Arya, businesses can unlock a world of possibilities. Arya can help to streamline operations, improve customer satisfaction, and drive growth. With its interactive, adaptive, and intelligent capabilities, Arya is a powerful tool that can help businesses stay ahead of the curve.
Arya also allows you to integrate with existing systems like telephony, email tools, CRM software, and contact center applications. It monitors, audits, and evaluates every interaction, acting as a vigilant assistant who ensures every customer feels heard and every interaction is optimized.
Transforming Interactions in Real-Time
Arya brings five powerful personas to life, each tackling specific operational challenges:
- Quality Auditor: Analyzes interactions across channels, identifies areas for improvement, and recommends targeted training for agent performance enhancement.
- Co-Pilot: Acts as the indispensable assistant, guiding agents through interactions and suggesting next steps. Arya can even summarize calls and document key points, boosting agent productivity and customer satisfaction.
- Coach: Serves as a personalized mentor, providing real-time feedback to help agents improve communication, tone, and response times. Arya crafts personalized improvement plans to ensure continuous growth for each agent.
- Product management: With every feedback your customers send you, make sure that they reach the right teams at the right time. This will allow you to turn them into actionable tickets and address them quickly.
- Digital Cockpit: This command center offers a rich dashboard for agents and management teams. It tracks KPIs, provides agent performance insights, and highlights areas for improvement. Managers can access call resolution times, customer satisfaction metrics, and use Arya’s advanced analytics and predictive models to make data-driven decisions.
Arya works with both mid-size and large-sized companies, and also offers deep dives into customer behavior, performance correlations, and trend analyses. Predictive models provide foresight into critical areas like interaction volumes and agent performance, enabling businesses to anticipate challenges and allocate resources effectively. Our Email Bot persona categorizes incoming emails and automatically responds to routine queries. Rest assured about timely and relevant responses to every customer query. Arya can also help with call automation and ensure that your agents spend the least amount of time possible on customer calls.
Arya’s Powers To The Test
In case you were wondering whether we already have partners using Arya, the answer is a resounding yes. Omind worked with a midsized organization that was inundated with customer support tickets across multiple inboxes, leading to inefficiencies and errors in how these tickets were sent to different teams and handled. This meant further delays in addressing customer queries.
With the help of Arya, the company established an email automation process that responded to a specified set of queries that automation could handle with no problem. Arya was also used to create a visual dashboard for support teams, to enable easier understanding and handling of data and email routing. The result of this? 30% of the emails were now automated, which meant a significant reduction in wait time and response time. This is but one example; our website has several stories like this one for you to read through.
A New Era in Business Optimization
Arya represents a significant leap forward for businesses aiming to optimize operations and enhance customer experience. Whether it’s real-time coaching, performance auditing, predictive analytics, or seamless interaction management, Arya is the catalyst for extraordinary outcomes. Arya is a glimpse into the future of business operations. As Arya continues to evolve, so will the companies that embrace its endless possibilities. Omind invites business leaders, CXOs and CTOs to explore how Arya can transform customer interactions and shape the future of their operations.
