LLC IQUSION IT, operating under the IQusion brand, opened its October IQusion Days programme with presentations of voice AI agents for prospective enterprise customers. A Software Ukraine report dated 12 October describes demonstrations of Omilia technology and its potential use in contact centres, banking, insurance, telecommunications and retail. 01
The presentations focused on everyday customer-service workloads: automating recurring enquiries, keeping specialists involved in complex cases and connecting voice interactions to enterprise information systems.
Natural conversations instead of fixed menu sequences
The demonstrated approach lets callers describe their needs in ordinary language. A voice agent identifies the intent, considers the conversation context and provides a response or transfers the call to the appropriate specialist.
Omilia combines speech recognition, natural language understanding, dialogue management and speech synthesis. These capabilities support conversations organised around the caller’s request rather than requiring the same sequence of IVR menu selections each time.
The scenarios included checking an order’s status, explaining services, booking appointments, handling standard enquiries and routing calls. Integration with CRM platforms and internal databases connects these interactions to existing business processes and the information used by service teams.
Voice authentication and fraud detection
A separate part of the presentations addressed voice biometrics. In the solutions presented, voice characteristics can help verify a customer’s identity during an ordinary conversation. Appropriate protection of personal data remains a prerequisite for using this mechanism.
The sessions also covered tools for detecting suspicious voice signals, including synthetic speech, recorded fragments and a change of speaker during a call. For organisations handling confidential information, these mechanisms form part of the broader security model for customer interactions.
Automation alongside contact-centre staff
According to IQusion specialists, voice AI agents can reduce the volume of routine work handled by operators and help keep standard services available outside office hours. Staff can then concentrate on enquiries that require experience, individual judgement or decisions beyond a predefined scenario.
The approach brings automated processing and human support together. A reliable handover to a specialist and access to current information in enterprise systems remain important parts of that arrangement.
Connecting to existing infrastructure
IQusion plans to develop this area through scenarios tailored to individual customers. Implementation takes account of industry requirements, information security and integration with CRM platforms, databases and internal business processes.
IQusion Days is the company’s recurring October programme dedicated to updates to its software products. This article is adapted from Software Ukraine.
