What is Thunai Omni: Features, Benefits, and Use Cases

Do your customers have to repeat their problems when switching from a chatbot to a voice agent?

The reality is that your teams are bogged down with manual work!

And, adding to your support team ACROSS all these channels for omni-channel support is a costly, logistical challenge.

That’s where a unified, AI-hybrid platform like Thunai Omni can make a HUGE difference, and here’s how…

What is Thunai Omni?

Thunai Omni is a module of Thunai that automates your entire support flow.‍

Thunai Omni moves your support away from a fixed, frustrating process, turning it into an intelligent, adaptive conversation with the usage of AI agents (voice, chat, and email), real-time sentiment analysis, and a centralized dashboard that allows you to manage this.
The system is designed to look after the whole interaction and help make sure no customer is missed.

How Does Thunai Omni Work?

When a customer gets in touch by voice, chat, or email, the Omni AI agent handles the first part of the conversation, acting as an intelligent AI agent on multiple channels.

• As the customer explains their issue, Omni’s system carries out live transcription. And responds to the customer on their channel with a human-like voice or tone using AI chat, email, or voice agents.
  
• During this, if the sentiment score points out that the customer is becoming frustrated, Omni does not just give up.
  
• Omni instantly sends out a real-time alert to a human support agent who can then barge in or take over the conversation.
  
• If needed, the agent will have the full context of the AI’s interaction. Where Thunai Omni will then switch over to a Co-Pilot mode to help the human agent solve the problem faster in real-time.

Features of Thunai Omni

Thunai Omni is more than just a unified inbox; it’s more of a complete system for customer interaction.

In fact, Omni’s features are designed to work together to lower resolution times and also cut down on manual work.

1. Human-like AI Voice, Chat, and Email Agents 

At the start of your support is Omni’s advanced AI. This isn’t a clunky, press-one-for-sales system. 

• These are sophisticated AI voice, AI chat, and AI email agents. able to deal with conversations across all your main channels: voice, chat, and email autonomously
  
• These agents are designed to manage the first and often repetitive parts of a support query in over 150+ languages across your VoIP, CCaaS, and other support channels.
  
• By successfully handling this first contact, the AI frees up your skilled human agents. Your agents can then work on more complex, high-value, or sensitive customer issues.
  

2. Live Sentiment Analysis With Barge-In

This is where Thunai Omni’s intelligence truly de-escalates problems. As the AI agent (or even a human agent) handles a conversation, the system runs continuous, real-time sentiment analysis. This happens in all chat, voice, and email conversations.

• If a customer's sentiment score begins to drop, Omni automatically sends out a real-time alert. This alert goes to a human supervisor or a senior support team. This alert allows a human agent to barge in instantly.
  
• With this, they can also take over the call, email, or chat. Because the AI has passed on the full context, the transition is smooth.
  
• This makes sure human intervention happens exactly when needed. This stops problems before they blow up.

3. AI Suggestions

When a human agent takes over a conversation, the AI does not just stop. The AI changes from being the main contact. The AI turns into a helpful assistant. As the agent communicates with the customer, Omni gives relevant, in-the-moment AI suggestions.

• These suggestions are not random. They are pulled directly from your company’s internal SOPs, past communication history, and proven best practices. The human agent remains in complete control.
  
• They can choose to approve, modify, or ignore any suggestion. This feature assists every agent. This helps make sure they follow the correct procedures. This also helps them resolve issues with greater speed and accuracy.

4. Centralised Dashboard

You no longer need one team for voice, another for email, and a third for chat, all working in different software.

With Thunai Omni, all interactions are received, managed, and resolved from one unified workspace.

• An agent looking at a new email ticket can instantly see the history. This completely removes the I'm sorry, I don't have that information problem.
  
• This also stops customers from having to repeat their stories. Thunai Omni connects separate information sources. Thunai Omni also gives a single, reliable point of reference.
  

5. Escalation Alerts

Built directly on the live sentiment analysis engine, Omni's escalation alerts are your proactive quality assurance method. 

• In traditional support, you only find out a customer is angry when they ask for a manager. Or they leave behind a negative review.
  
• Omni prevents this by proactively sending out a real-time alert to the human support team or a designated supervisor.
  
• This allows for immediate, high-priority human intervention that can happen before the situation boils over.
  

6. Thunai Co-Pilot

The Thunai Co-Pilot is an effective AI assistant. The Co-Pilot works alongside your human agents. The Co-Pilot's job is to give the agent all the information they need. This helps them solve the problem instantly.

Thunai Co-Pilot automatically pulls up important information. This information comes from across multiple, disconnected databases and systems. In seconds, the agent’s screen fills up with:

• Past order records
• The complete supplier-manufacturer communication history
• Relevant SLA and delay reports
• Internal SOPs related to this specific issue (e.g., delivery delays)

What this feature does is add to human skill with live, actionable intelligence. This means that your agents no longer have to put a customer on hold.

7. Application Embedding

Thunai Omni’s value is multiplied by its ability to connect deeply with your existing tools. This AI tool does not force your team to give up their familiar CRM or ERP.

Instead, the AI tool is designed for deep application embedding. ThuniOmni can sit on any application you already use.

These include inventory management platforms, ERPs, and CRMs. This connection, supported by Thunai's MCP layer, means Omni does not just understand words. Omni acts on your business data.

This means Omni can:

• Check if the safe threshold of a specific material is being met
• Identify alternate approved vendors from your network
• Automatically draw up an RFQ (Request for Quotation) and forward it to a manager for approval

The Main Benefits of Thunai Omni

1. Lower Resolution Times and Manual Work: By blending AI automation for simple tasks with AI-assisted human agents for complex ones, you directly lower resolution times. You also cut down on manual work.
   
2. Quicker Fixes and Higher CSAT: With live sentiment analysis and proactive escalation alerts, you can stop problems before they happen. Intervening exactly when a customer becomes frustrated is the most effective way to turn around a negative experience.
   
3. Increase Agent Accuracy and Decrease Errors: Agents are given the tools they need. By retrieving all past order records, communication history, and internal SOPs, the Co-Pilot helps agents make informed, data-backed decisions.  This leads to better, more consistent outcomes.
   
4. Prevent Future Issues, Not Just Solve Current Ones: Thunai Omni's deep connection turns your support team into a proactive business partner. By checking internal systems and identifying alternate solutions, the platform helps prevent future issues. 

A Real-world Use Case for Thunai Omni

The value of Thunai Omni is best illustrated in a real-world scenario. Let's look at the use case of a supplier-manufacturer delivery delay.

• Step 1: The Situation
  A manufacturing company has an order for Material A from a key supplier. The delivery is 10 days late. The manufacturer calls the supplier's support line. The customer is frustrated and worried about their own production line.
  
• Step 2: AI First-Contact and Triage
  The manufacturer explains the issue to an Omni AI voice agent. The AI instantly understands the intent. While the manufacturer is still talking, Thunai Omni's sentiment analysis picks up on growing frustration.
  
• Step 3: Smooth Human Intervention
  An alert is sent out. A human agent barges into the call. The agent greets the manufacturer by name. The agent says, I see you're calling about the delay on order #XYZ for Material A. I'm taking over to get this solved for you. The customer does not have to repeat a single word.‍
• Step 4: AI Co-Pilot Assistance
  As the human agent speaks, the Co-Pilot automatically populates their screen. The screen shows the full order history, all past emails about this order, and the internal SOP for delivery delays. The Co-Pilot also shows an AI suggestion for an apology note.‍
• Step 5: Proactive Business Action
  While the agent is confirming details, the Co-Pilot's deep connection checks the inventory system. The Co-Pilot sees that Material A is now below its safe threshold. The Co-Pilot identifies three other approved vendors. The Co-Pilot automatically draws up an RFQ for the manager to approve.
  

The Result: Exceptional Human Experiences With AI Support

Thunai Omni makes sure the customer's immediate issue is resolved with empathy and speed.

And, thanks to Omni's deep connection, a future, larger supply disruption is prevented before it can even happen.

Also, this is completely measurable with metrics on your Thunai Omni dashboard.

Want to see Thunai Omni in action? Book a free demo!‍

FAQs on Thunai Omni

What is Thunai Omni?

Thunai Omni is a single, unified platform for your chat, voice, and email support agents. Thunai Omni is designed to blend AI assistance with human intervention to lower resolution times, cut down on manual work, and improve customer satisfaction.

Can I use Thunai Omni with my existing CRM?

Yes. Thunai Omni is built for deep application embedding. Thunai Omni can sit on any application you already use, including your existing CRMs, ERPs, and inventory systems.

How does the human intervention feature work?

Omni uses real-time sentiment analysis to detect customer frustration or dissatisfaction. If a customer's sentiment score drops, the system automatically alerts a human agent. That agent can instantly barge in or take over the conversation with full context.

What is the Thunai Co-Pilot?

The Thunai Co-Pilot is an AI assistant that works alongside your human agents. The Co-Pilot automatically pulls up important documents like past orders, communication history, and internal SOPs in real time. This allows the agent to make faster, data-backed decisions.

Does Omni only work for B2B?

‍No. While the use case shown is for a supplier-manufacturer, the platform's features apply to any company. These features, like unifying chat, voice, and email, live sentiment analysis, and AI Co-Pilot, are for any company that needs to grow its customer support operations and improve its processes.