OMI AI Assistant – An Assistant for Every Conversation in the AI ​​Era

Reading time: 14 minutes

For the first 100 businesses only! OMI AI Assistant – the AI ​​assistant for Customer Service & Sales –  officially launches with a full-featured free trial program, helping you completely automate the process of recording, categorizing, and handling calls.

Read on to discover why OMI AI Assistant is not just a support tool, but a “strategic assistant” for every communication. Don’t miss the chance to try it for free – limited quantities available!

Customer service is gradually becoming a “survival race” for businesses.

Each day, a customer service or sales representative has to handle more than 100 calls. Not only do they listen and respond, but they also have to take notes, update systems, categorize customers, assign information tags, update profiles, and delegate tasks… All of these tasks must be performed simultaneously in real time.

The pressure stems from the high frequency of calls, the complexity of conversation content, customer information coming from multiple sources, and increasingly high expectations for personalized user experiences. Meanwhile, even a single delay, a misstep in note-taking, or a shortcoming in customer classification can cause businesses to lose sales opportunities or degrade the service experience.

This is why the emergence of OMI AI Assistant – an assistant for all communication – is not just a technological advancement, but an essential solution for every modern business in an era where AI is becoming a powerful trend worldwide.

OMI AI Assistant – An Assistant for Every Communication in the AI ​​Era

What is OMI AI Assistant?

In an era where every customer interaction becomes a valuable data asset, optimizing customer service and sales processes is no longer an option, but a necessity. Understanding this,  OMI Technology Company (a member of ViHAT Group) officially launches OMI AI Assistant – an AI assistant for customer service and sales,  integrated into the OMICall call center, promising a significant leap forward in the comprehensive automation of customer communication processes.

OMI AI Assistant  is a built-in AI assistant within the OMICall call center, automatically activating and operating in parallel with all incoming and outgoing calls. With the slogan “Assistant for every communication ,” this tool is developed to free customer service and telesales teams from the burden of manual recording, classification, and processing – by converting the entire call content into text, automatically taking notes, assigning tags, creating task orders, and instantly synchronizing data to MiniCRM.

Why is OMI AI Assistant a revolution in AI call centers for customer service and sales?

1. Solve 100% of manual record-keeping tasks.

OMI AI Assistant has the following capabilities:

• Analyze call content in real time;
• Automatically collect information such as: name, phone number, email, needs, appointments, location, company, etc.;
• Allows for flexible configuration based on the data fields required by the business.

No more handwriting – No more copy-paste – No more data discrepancies.

Solve 100% of manual record-keeping tasks.

2. Multi-tiered customer classification

The system allows assigning classification tags based on multiple information classes:

• Demographic;
• Geographic area;
• Consumer behavior;
• Customer journey;
• Level of potential;
• Based on criteria configured by the business itself.

The data is standardized, easy to analyze, and easy to reuse for remarketing.

Multi-tiered customer segmentation

3. Minimize delivery time.

Immediately after the call ended:

• The AI ​​will determine who is in charge based on the settings;
• Create a new task assignment from the call content;
• Assign tasks automatically to the right individuals/departments.

No more manual handovers; the entire processing flow is instantaneous and seamless, with complete and accurate information.

Minimize delivery time.

4. AI automatically evaluates and suggests improvements.

On each call, OMI AI Assistant is capable of:

• Compare the quality of interaction based on the manager’s set of criteria;
• Provide an objective assessment;
• Suggestions for improvement: Consultation scenarios, response speed, customer retention rates, etc.

AI automatically evaluates and suggests improvements.

5. Integrating the Automation Ecosystem

When combined with OMI AI Assistant, businesses can automate entire workflows and operations, increasing interaction across channels:

• Send messages via AI Callbot, AI Chatbot, ZNS, Email, SMS, etc.;
• Connecting internal tasks: Approval, application processing, quality assessment, etc.;
• Personalize customer care processes according to each category.

Integrating the Automation Ecosystem

6. Identify and engage potential customers immediately.

OMI AI Assistant has the following capabilities:

• Identify potential customers through keywords, attitudes, purchase history, etc.
• Automate customer service processes: Create tasks, send notifications, and push remarketing content.
• Ensure the quickest possible response from the responsible team.

Identify and engage potential customers immediately.

Key features of OMI AI Assistant

Features	Detail
Real-time speech-to-text conversion	The system identifies and records every detail of the conversation between customers and staff. Whether the accent is from the North, Central, or South of Vietnam, the system handles it smoothly, allowing staff to focus on the conversation without needing to take notes.
Synthesize and extract key information	Automatically identify and record information such as name, phone number, email, needs, appointments, location, problem status… all with just one command.
Automatic classification and tagging	Hệ thống tự động phân loại cuộc gọi theo mục The system automatically categorizes calls by purpose, behavior, customer stage, etc., and assigns corresponding tags. These tags help businesses easily filter, search, and analyze calls according to specific objectives.
Create task assignment and handover slips seamlessly.	Based on the recorded information, the assistant immediately creates a task assignment form and assigns it to the correct person with the authority to handle it, eliminating omissions, incorrect transfers, or delays in processing.
Create customers and update them in MiniCRM.	When OMI AI Assistant identifies a call from a new customer, it automatically creates a profile, assigns a responsible team, and updates the customer journey in MiniCRM without requiring manual intervention.
Customize AI Assistants for each department.	Businesses can create multiple different assistants for specific departments, campaigns, or phone numbers. Assigning permissions to individuals or groups of employees is also entirely flexible.
Built-in for calls	Two-way operation – Automatically activates for all incoming and outgoing calls.
Flexible access control and configuration.	Businesses can create multiple different assistants for specific departments, campaigns, or phone numbers. Assigning permissions to individuals or groups of employees is also entirely flexible.

Practical applications of OMI AI Assistant across different industries.

1. Retail & E-commerce Industry

Problem:  The customer service team frequently handles complaints, order confirmations, returns, and product advice. The large volume of information is prone to errors when processed manually.

Solutions from OMI AI Assistant:

• Record order information, status, and reason for the complaint during the call;
• Assign tags such as “Express Return”, “Negative Feedback”, “Successful Order”, etc.;
• Create your own work orders for the operations or warehouse department;
• Update all interactions to MiniCRM to track the customer journey.

Efficiency:  Reduced errors, shortened request processing time from 24 hours to under 2 hours.

2. Finance & Insurance Sector

Problem:  Classifying customers based on loan needs, repayment ability, credit history, etc. – Doing it manually easily leads to omissions or incorrect classification.

Solutions from OMI AI Assistant:

• Analyze the call content and assign tags such as: “Consumer loan”, “Mortgage loan”, “Not eligible”, etc.;
• Classify customers according to criteria such as demographics, geography, income level, etc.
• Assign tasks to staff to handle specific customer groups;
• Automatically activate personalized customer service emails/SMS based on customer groups.

Effectiveness:  Increases loan application conversion rates by up to 30%, reducing ineffective remarketing costs.

3. Education and Training Sector

The problem:  The Admissions Counseling Department has to handle hundreds of calls from students, recording personal information, learning needs, class schedules, planned study paths, etc.

Solutions from OMI AI Assistant:

• Gather and note down: Full name, previous school, learning needs, study time, budget, etc.
• Assign tags: “Short-term interest”, “Online learning”, “Need more advice”,…;
• Assign tasks to the right consulting team in their respective fields (English, Programming, University);
• Automatically send course information and consultation schedules via email or Zalo OA.

Effectiveness:  Reduces consultation time by 50%, standardizes student data, and increases customer service efficiency.

4. Logistics & Freight Forwarding Industry

Problem:  Customer service has to handle a lot of shipping information, address change requests, delivery status checks, etc.

Solutions from OMI AI Assistant:

• Record the tracking number, status, and customer requests during the call;
• Assign tags based on the issue: “Delayed delivery”, “Incorrect address”, “Damaged goods”;
• Create a processing ticket for the operations team immediately after the call ends;
• Synchronize your feedback history to your CRM to evaluate carriers.

Effectiveness:  Increases customer responsiveness within a single call, minimizing complaints.

5. Real Estate & Luxury Services Sector

The problem:  Telesales agents need to identify potential customers from hundreds of calls per day, but lack a tool for quick note-taking and categorization.

Solutions from OMI AI Assistant:

• Identify investment needs (buying to live in, renting out, short-term investment);
• Assign tags: “Potential VIP”, “Need technical advice”, “Not financially capable”;
• Automatically send relevant project information after the call;
• Assign specific brokers to handle a particular area or segment;

Effectiveness:  Optimizes deal closing rates, supports personalized service and after-sales care.

6. Healthcare, Pharmacy & Clinics

Problem:  The call center for scheduling appointments, follow-up visits, and medication consultations requires a high degree of accuracy. Incorrect data entry can easily lead to risks.

Solutions from OMI AI Assistant:

• Note down the examination findings, initial symptoms, and the type of medication the patient inquired about.
• Automatically assign follow-up appointment slips or record treatment history;
• Update patient records in the internal CRM system;
• Send appointment notifications and prescriptions via Zalo or SMS.

Benefits:  Increased information accuracy, support for personalized treatment, and reduced administrative costs.

7. Banking & Personal Financial Services

Problem:  Bank call centers frequently receive calls related to account opening, transaction verification, advice on savings and credit products, information inquiries, etc. Incomplete information recording or misclassification of customer groups can lead to inconsistent experiences and missed opportunities for cross-selling.

Solutions from OMI AI Assistant:

• Please gather complete information: Full name, account number, needs (loan – savings – investment), area of ​​residence, income level, etc.;
• Classification by: type of product of interest (credit cards, home loans, online savings), financial potential, level of interaction, etc.;
• Automatically assign tags such as “Interested in international cards”, “High income – priority care”, “VIP customers”;
• Combine the call with sending a ZNS message or email recommending a suitable product.

Effectiveness:  Increases upsell and cross-sell rates for financial products, while reducing verification and processing time for recurring requests.

8. Beauty, Spa, and Aesthetics Industry

The problem:  Customer service representatives frequently communicate with customers to advise on treatments, explain products, and schedule appointments. If they don’t accurately record customer needs, service history, and skin condition, the experience will be inconsistent and easily lead to a loss of trust.

Solutions from OMI AI Assistant:

• Note: skin type, current condition, treatment goals, treatments already used, desired appointment time, etc.;
• Assign tags such as “Returning patient”, “Anti-aging treatment”, “Interested in Laser services”, “Need further consultation from doctor”,…;
• Create automated appointment tickets that are automatically forwarded to the care department;
• Update service records in the CRM along with previous comments so that the next consultation has continuous data.

Effectiveness:  Increased customer satisfaction due to continuous personalized follow-up, while also optimizing appointment scheduling and follow-up consultations.

9. Tourism, Travel and Resort Industry

The problem:  Tour consultations, hotel bookings, itinerary confirmations, complaint resolution – all take place over the phone and require accurate record-keeping of communication history to avoid misunderstandings, especially during peak season.

Solutions from OMI AI Assistant:

• Note: destination of interest, expected travel time, number of people, budget, special requests (vegetarian, English-speaking guide, etc.);
• Assign tags such as “Domestic Tour”, “Large Group Tour”, “Urgent Consultation Needed”, “Service Complaint”, etc.;
• Create a deposit slip or process a complaint after the call;
• Update customer journeys to personalize future bookings.

Effectiveness:  Increases tour closing rates from the first contact, minimizes misunderstandings in itinerary communication, and enhances customer experience with a standardized customer care process.

Instructions for configuring OMI AI Assistant

Step  1. Create an assistant in OMICall.

• Log in to OMICall -> AI Features -> OMI AI Assistant

Create OMI AI Assistant in OMICall

• Name the assistant and choose the activation conditions as follows:

– Purpose of the call (sales, support, etc.)

– Type of call (outgoing/incoming)

– Employees or groups using it

– Applicable hotline number

Name the assistant, choose activation conditions.

Step 2: Configure the call assistant

In this configuration, you need to describe and instruct the assistant on what to do with the information fields to be extracted (notes, tags, receipts, customers, etc.).

You can choose from the suggested descriptions or create your own detailed description.

• Summary of call content (notes)

Enter descriptions and instructions for the assistant to follow during the compilation process; the assistant will use these instructions to compile the call notes.

When the “Automatically fill in analysis results into Notes – Tags” setting is enabled , the assistant will automatically fill in the notes and assign call tags when the call ends.

Summary of call content

• Tag Classification

Select the tags and enter descriptions and instructions for each tag.

For calls with Automatic Tagging enabled and no employee modification required, the assistant will automatically assign the tag that meets the criteria to the call, and employees will not have the authority to remove that tag from the call.

Tag Classification

• Create a record

Select the call log attributes and enter a description and instructions for each attribute so that the assistant can extract aggregated information from the call content. When an employee adds a new call log from the call window, the assistant will suggest the information already extracted from the call.

Create a record

• Create customers

Select customer attributes and enter descriptions and instructions for those attributes so the assistant can extract aggregated information from the call content. When an employee adds a new customer in the call window, the assistant will suggest the information already extracted from the call.

Create customers

Step 3. Call History

Calls with assistant-activated features will display the OMI AI Assistant icon.

Calls with assistant-activated calls will have the OMI AI Assistant icon.

In the details window, click on the OMI AI Assistant tab, and you can view details of the call content that has been transcribed into text and the content that the assistant has compiled.

View details of the call content that has been transcribed into text.

Experience OMI AI Assistant for free – Limited to the first 100 customers.

To celebrate its official launch, OMI AI Assistant is offering a limited-time, fully-featured free trial exclusively for the first 100 businesses that register.

This is an opportunity for you to:

• Experience firsthand the most advanced AI Assistant technology for Customer Service and Sales available today;
• Automate 100% of the data entry, note-taking, sorting, and task assignment processes;
• Improve team performance in just a few days of use.

Conclude

In a context where every interaction with customers is a strategic data asset, applying AI call centers for customer service and AI assistants for sales is no longer an experimental choice, but a core solution for businesses to operate efficiently and achieve sustainable growth.

OMI AI Assistant – A communication assistant that  not only saves businesses time and improves operational efficiency but also creates a long-term competitive advantage through its automation capabilities and accurate data analysis.

For further information, please contact:

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh