Delivering exceptional customer service has been and will always be critical for building brand perception, retaining customers, and driving business growth. However, managing a high volume of calls can be a challenge, leading to long wait times and frustrated customers. There also comes the problem of routing calls to appropriate teams, and training agents on being productive with their calls, and so on. 

This is where Omind Arya comes in – our all-new advanced AI engine, named after the famed Indian mathematician Aryabhatta, designed to streamline call automation and enhance customer experiences significantly. 

How Arya Augments Call Centres

Our advanced AI engine integrates with your existing call center infrastructure, transforming the way businesses handle customer interactions. Here's how Arya allows  businesses to automate calls and elevate customer service:

• Intelligent Call Routing: Arya's advanced AI algorithms analyze incoming calls, identifying the nature of the inquiry and efficiently routing them to the most suitable agent or IVR system. This ensures customers are connected with the right resources quickly, reducing wait times and improving satisfaction.

• Automated Resolution for Common Issues: Arya can be programmed to address frequently asked questions and handle routine tasks such as account updates, appointment scheduling, and order tracking. This frees up human agents to focus on complex issues requiring personalized attention.

• Real-Time Guidance for Agents: Arya acts as a virtual guide thanks to the Coach persona, providing agents with real-time guidance during calls. By analyzing customer sentiment and conversation history, Arya suggests relevant knowledge base articles, scripts, and next-best-action recommendations, allowing agents to deliver accurate and efficient service.

• Improved First Call Resolution Rates: By equipping agents with the right information and automating routine tasks, Arya helps resolve customer issues on the first call, eliminating the need for frustrating call transfers and callbacks. This enhances customer satisfaction and also reduces operational costs for businesses.

Measurable Results with Omind Arya

Businesses that harness Arya's capabilities reap a multitude of benefits:

Enhanced Customer Satisfaction

• Swift Resolutions: Arya's efficient call routing and automated resolution capabilities significantly reduce customer wait times, leading to faster issue resolution.

• Personalized Interactions: By analyzing customer data and preferences, Arya enables agents to deliver tailored and empathetic interactions, fostering stronger customer relationships.

• Seamless Experiences: Arya's smooth and intuitive call flows minimize customer frustration and improve overall satisfaction.

Boosted Agent Productivity

• Real-Time Guidance: Arya’s Coach persona provides agents with real-time suggestions, knowledge base articles, and best practices, allowing them to handle calls more effectively and confidently.

• Improved First Call Resolution Rates: By equipping agents with the right tools and information, Arya helps them resolve customer issues on the first contact, reducing the need for callbacks and escalations.

Lowered Operational Costs

• Optimized Workforce Management: Arya's data-driven insights enable businesses to optimize staffing levels and schedules, reducing labor costs.

• Reduced Call Handling Time: By streamlining call flows and automating routine tasks, Arya lowers average call handling time, leading to increased call volume capacity.

• Minimized Agent Errors: Arya's real-time guidance and error prevention features reduce the likelihood of human error, minimizing costly mistakes and improving overall operational efficiency.

Actionable Insights and Analytics

• Data-Driven Decision Making: Arya generates detailed reports and analytics on call metrics, customer sentiment, and agent performance, allowing businesses to make informed decisions.

• Identifying Trends and Opportunities: By analyzing historical data, Arya can identify patterns and trends, helping businesses proactively address potential issues and capitalize on emerging opportunities.

• Continuous Improvement: Arya's insights enable businesses to continuously refine their call center operations, optimize processes, and deliver exceptional customer experiences.

The Future of Call Automation

Arya represents the perfect opportunity for businesses to enhance customer experience through call automation. It is a glimpse into the future of call center performance. As Arya continues to evolve, so too will the companies that embrace its endless possibilities. Explore how Arya can transform customer interactions and shape the future of their operations.