Voice AI on the phone, wired into your CRM.
Omilia builds conversational AI for customer service: a voice agent that answers the phone, a chat agent on the digital channels, voice biometrics for authentication and fraud detection on the call itself. Red Lotus is an official Omilia partner. We sell the licence, design the journeys, connect it to the system your team already works in, and train the people who will run it. You get someone who has put support channels live before, not a contact form.
Omilia has been doing speech for contact centers since 2002, long before it was fashionable. Today the platform runs more than a billion conversations in 30 languages, for banks, insurers, hospitals and utilities, and it takes the drive-thru orders at over 890 Taco Bell restaurants in the United States.
Source: analyst reports published by Omilia. Red Lotus neither authored nor sponsored them. Gartner, Magic Quadrant for Conversational AI Platforms, Gabriele Rigon, Justin Tung, Arup Roy, Adrian Lee, Uma Challa, 7 July 2026. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
One platform, from the phone line to the chat window.
Most CX stacks are three vendors taped together: one for the IVR, one for the bot, one for authentication. Omilia is a single platform. The same agent understands the customer on the phone and on WhatsApp, learns from the conversations that actually worked, and hands the call to a human with the context already on screen.
Six pieces, and you do not need all of them on day one:
Voice agents
Answers the phone and handles the request. The customer explains the problem in their own words instead of pressing 1 for options, and the agent queries your systems to actually resolve it.
Chat agents
The same brain on WhatsApp, on the website and in the app. When it hands over to a person, the conversation carries on from where it stopped instead of starting again from "hello".
Voice biometrics
The caller is identified by how they speak, while they explain the problem. No more mother's maiden name, no more reading out a document number twice because the line was bad.
TalkGuard
Fraud detection layered onto the call: synthetic voice, playback of a recording, a number that does not match the account, a repeat offender already on the watchlist.
CSR CoPilot
Help for the human agent, live on the call. The answer, the history and the next step show up on screen while the customer is still talking.
Workforce AI
Automated quality monitoring across every call, bot and human. Instead of the 2% sample a supervisor manages to listen to, you get the whole thing scored.
Figures published by Omilia. Your mileage depends on the channel, the language and the systems behind the call.
The licence is Omilia's. The project is ours.
One contract, one team
You buy the licence through us and the implementation comes from the same people. Nobody gets to point at the other side when something breaks.
It lands in your CRM
A voice agent that cannot open a ticket is a toy. We connect Omilia to Freshdesk, Freshservice, the CRM or whatever you already run, so the call leaves a record and the history stays in one place.
The journey before the robot
We start from your call reasons, not from a demo script. The twenty intents that carry most of the volume get built first, and the long tail goes to a person.
Off the legacy IVR
Moving from a menu tree that everyone escapes by pressing zero? We map what it does today, keep what works and retire the rest without a dark weekend.
Integrations we have already done
Order status, billing, ERP, e-commerce. The middleware work we write about in the Journal is the same work that makes a voice agent useful instead of chatty.
We stay after go-live
New intents, tuning, reports, the quarterly review of what the agent still cannot handle. The thing gets better only if somebody keeps looking at it.
What people ask us first.
Does this replace my support team?
No, and we would not sell it that way. It takes the repetitive calls, the ones your people answer forty times a day, and gives them back the calls that need a human. What usually changes is the headcount you were about to hire, not the one you have.
Does it work in Portuguese?
The platform runs in more than 30 languages and Portuguese is one of them. Accent and vocabulary are a different question, and we settle it in a proof of concept with your own recordings before you sign anything.
How long until it is live?
Omilia builds agents in hours, and that part is real. The schedule is set by everything else: access to your systems, the API that nobody documented, the security review. A first journey in production in a few weeks is a fair target.
What about our data?
Omilia sells into banks and hospitals, so the platform carries the certifications that come with it and offers deployment options that keep the data where your compliance people need it. We map that against the LGPD with you before the project starts.
How much does it cost?
It depends on channel, volume and which pieces you turn on, so there is no price list to paste here. Tell us how many calls a month you take and we come back with a number.
Hear it answer the phone.
Half an hour. We show a voice agent handling a real call flow, and you bring the messiest request your operation gets to see how it copes.
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