Omilia, a global leader in Agentic Customer Experience (CX), has announced the launch of Omilia Self-Learning Agentic CX, the industry’s first enterprise-grade platform purpose-built to autonomously understand, improve, and optimize customer conversations across both voice and digital channels.
The new platform represents a fundamental shift in how organizations approach CX automation. Rather than relying on fragmented chatbot frameworks, brittle natural language systems, or complex orchestration layers, Omilia introduces a unified, self-learning AI workforce. Designed for immediate deployment, the platform delivers zero-day go-live, advanced reasoning capabilities, and continuous autonomous optimization within a transparent, enterprise-ready “glass-box” architecture.
For years, enterprise CX innovation has been constrained by long implementation cycles, heavy professional services, and significant operational overhead. Omilia Self-Learning Agentic CX removes these barriers, enabling organizations of all sizes to deploy and scale autonomous CX agents without the traditional complexity or delay.
“This is our moon landing for enterprise CX and a direct response to market demand,” said Claudio Rodrigues, Chief Product Officer at Omilia. “For years, CX teams have been forced to choose between overhyped LLM startups with no real-world CX experience, generic hyperscale AI offerings incapable of enterprise-grade precision or orchestrator platforms that glue together third-party tools into a fragile ‘Frankenstein’ stack.”
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“Many of today’s so-called ‘platforms’ even advertise a ‘bring your own key’ (BYOK) approach as flexibility. In reality, it reveals how superficial these integrations truly are,” said Dimitris Vassos, Co-Founder and CEO of Omilia. “When core AI capabilities are treated as interchangeable commodities rather than deeply engineered systems, optimization never happens and production performance collapses outside of controlled demos.”
A New Class of Autonomous CX Agents
Omilia’s platform enables customer service organizations to deploy autonomous CX agents that continuously learn from every interaction—whether handled by humans or AI. Each conversation strengthens the system, allowing agents to safely improve performance over time, at scale. This is not a chatbot overlay or a thin AI wrapper, but a purpose-built, enterprise-class AI agent framework designed for real-world CX complexity.
At its core, the Omilia platform is fully engineered and deeply integrated across every layer of the CX stack, including speech recognition, reasoning, routing, workflow orchestration, analytics, and self-learning. Built from the ground up for high-volume and highly regulated environments such as financial services and healthcare, Omilia’s Agentic CX Agents deliver:
- Zero Days to Go Live – Immediate deployment with no predefined intents, training datasets, or flow diagrams, powered by zero-shot routing, voice-native intelligence, and autonomous task planning.
- Continuous Self-Adaptation – A closed-loop learning system that observes real interactions, extracts best practices, validates improvements through simulation, and safely deploys enhancements under human governance.
- Voice-Native and Multimodal Precision – Industry-leading performance from day one, including 98% voice accuracy, over 95% chat containment, and more than 90% task completion rates.
- Flexible Autonomy with Full Governance – Organizations can control the pace of autonomy adoption, moving from deterministic to hybrid and fully agentic CX workflows within a single governed platform. Every decision is explainable, observable, and auditable through Omilia’s glass-box model.
“Today marks the end of static CX, the end of orchestration-heavy design, manual NLU maintenance, expensive tuning, and legacy IVR,” said Vassos. “Omilia is not waiting for the industry to catch up. We are redefining what CX automation means — and inviting CX leaders to leave the old world behind.”