AI Workforce Overview

Omnix features a suite of integrated Artificial Intelligence capabilities designed to automate support workflows, assist human agents, and resolve customer queries.

Capabilities

The Omnix AI Workforce consists of two main pillars:

1. Agent Assistance (OmnixAssistant)

A built-in sidekick for human agents working in the inbox. It can draft replies, summarize long conversation threads, search internal documentation, and link support tickets automatically.

2. Customer-Facing AI Agents (Bots)

Automated agents that chat directly with customers on Web Chat, WhatsApp, or SMS. They resolve standard FAQs and gather user information before routing complex cases to your human team.

Handoff Management

AI Agents work in partnership with human agents. If a customer asks to speak to a person, or if the bot cannot answer a question, the conversation shifts to a human agent queue with a summary of the bot conversation.

Next Steps

• Using OmnixAssistant — Boost agent productivity in the inbox.
• Configuring AI Agents — Build and deploy your first customer-facing bot.
• Managing Handoffs — Set up rules for human agent escalations.