AI Tool Series – Episode 39: Enhance Daily Customer Conversations with OmniDim

Streamline lead qualification, appointment scheduling, and customer support with a multilingual, voice-and-chat AI that works across web, chat, and phone.

What OmniDim Does

OmniDim is an AI assistant platform that helps teams automate routine customer conversations while keeping humans in the loop. You can deploy it as a website chatbot, a browser-based web call assistant, or a voice system that places outbound phone calls. It understands multiple languages, supports a range of natural voices and accents, and can switch languages mid‑conversation without losing context.

Primary use cases

• Lead qualification from inbound forms or marketing sources
• Appointment scheduling and handoff to human teams
• Website support with accurate, conversational responses
• Outbound outreach for follow‑ups and re‑engagement

Highlights at a Glance

• Multichannel by design: Chat, web call (in-browser), and phone calls.
• Multilingual: Seamless language switching (e.g., English ↔ Hindi) on request.
• Multiple voices & accents: Choose a voice profile appropriate for your audience.
• Agent Builder: Define a clear prompt, step-by-step workflow, and attach relevant knowledge.
• CRM & email integration: Send structured summaries and sync outcomes right after calls.
• Compliance-friendly logging: Automatic call recordings and transcripts with downloadable files.
• Bulk campaigns: Upload a sheet of contacts to launch at scale with reporting.

How It Works

1) Create an Agent

• Prompt: Describe the agent’s role and tone (e.g., “Lead Qualification Specialist for commercial vehicles”).
• Workflow: Add step‑by‑step instructions (e.g., greet → confirm language → qualify need → collect contact info → confirm next steps).
• Knowledge: Attach documents or URLs the agent can reference (product pages, FAQs, policy docs), ensuring answers are accurate and grounded.

2) Choose Channels

• Chatbot: Embed on your site for text conversations.
• Web Call: Let visitors talk directly to the assistant in the browser—no phone required.
• Phone Call: Have OmniDim place calls to prospects and customers.

3) Configure Handoffs & Integrations

• Post‑call actions: Send email digests, update your CRM, or trigger a webhook.
• Data capture: Store conversation metadata (intent, product, location, contact details) for analytics.
  

Example Customer Journey (Voice + Language Switch)

1. The assistant introduces itself and asks how it can help.
2. The customer asks about buying an auto rickshaw and requests to switch to Hindi. The assistant switches languages immediately and confirms the product type (passenger vs cargo).
3. The assistant asks for a preferred fuel type (Petrol/Diesel/CNG/Electric). The customer selects CNG.
4. The assistant requests the city/area to locate the nearest dealership (e.g., Ahmedabad → Sarkhej).
5. The assistant summarizes the selection and asks for a phone number to share with the sales team.
6. A post‑call summary is generated and can be emailed and/or logged to the CRM automatically.

The assistant handles clarifications gracefully, flips languages on the fly, and keeps the conversation structured toward a clear outcome.

After‑Call Automation & Reporting

• Email summaries: Automatically deliver a concise recap (who, what, where, next steps) to your sales or support team.
• CRM sync: Push call outcomes, fields (e.g., product, fuel type, city), and notes into your CRM.
• Recordings & transcripts: Each conversation includes a downloadable recording and full transcript for review and training.
• Dashboards: Track attempts, connections, completions, and outcomes by campaign.

Campaigns at Scale (Bulk Calling)

• Create a campaign and set the workflow the agent should follow.
• Upload a spreadsheet of contacts (e.g., name, phone, city, language preference, lead source).
• OmniDim dials automatically, follows your workflow, and logs each conversation.
• Reports roll up performance and outcomes per your configuration.

Integrations & APIs

• APIs: Use OmniDim’s APIs to integrate with your applications and existing CRMs.
• Webhooks: Subscribe to post‑call events for custom automations (e.g., ticket creation, Slack alerts).

Current Notes & Considerations

• Concurrent calling: Current behavior supports one active call per session. For higher concurrency, coordinate via campaigns or parallel sessions.
• Language & voice selection: Choose from multiple voices/accents and set a default; customers can request a switch during the conversation.
• Consent: If you enable call recordings, ensure you comply with your local consent and privacy requirements.

Getting Started Checklist

1. Define your agent’s prompt and workflow.
2. Attach a knowledge base (product pages, FAQs, pricing, policies).
3. Enable channels (Chat / Web Call / Phone) as needed.
4. Configure post‑call rules (email, CRM, webhooks).
5. Run a test conversation in chat and a web call.
6. Launch a pilot campaign with a small contact list.
7. Review recordings, transcripts, and reports; refine the workflow.
   

Conclusion

OmniDim brings together voice, chat, and automation so your team can qualify leads faster, answer questions accurately, and hand off to humans only when it matters. With multilingual support, recordings, transcripts, and seamless integrations, it’s a practical way to scale high‑quality customer conversations.

Explore Episode 40