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Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center

By Tracey E. Schelmetic May 02, 2023

Years ago, contact centers were urged to record as many of their agent-customer transactions as possible. The goal was to use those recordings to uncover business intelligence. At the time, however, there was no technology better than the human ear for listening to calls to extract information, which meant monitoring 100% of calls was a difficult (if not impossible) prospect. No one keeps enough workers on staff to listen to and evaluate every single call.

Fortunately, artificial intelligence (AI) has changed the landscape of call monitoring and summaries entirely.

Cloud communications and collaboration solutions company Intermedia Cloud Communications recently introduced its new Intermedia Artificial Intelligence (AI) Interaction Summary feature. Developed for Intermedia's Intelligent Contact Center, AI Interaction Summary leverages generative AI and large language models (LLMs) to automatically create an accurate summary of each transcribed contact center call. This is designed to speed up the close of each call, enable a representative to move to the next call more quickly, and provide supervisors with concise call synopses for coaching and training purposes.

AI Interaction Summary is the most recent addition to Intermedia AI Interaction Analytics, a suite of solutions that leverage AI technology to automatically transcribe customer calls, caption calls, flag key words and phrases, and provide instant sentiment analysis of each call.

Contact centers can use the feature to improve the accuracy of call notes, evaluate more calls from a workforce management and training perspective, eliminate the time spent manually transcribing calls, and derive more intelligence from calls to better serve customers.

Intermedia's AI Interaction Summary works seamlessly in the background of Intermedia Intelligent Contact Center to transcribe inbound and outbound calls, and then sends the transcriptions to a generative AI engine specifically trained to summarize contact center calls. Depending on the service configuration in question, the summary is then delivered either to the supervisor only or to the supervisor and representative.

"Intermedia has a history of embedding AI into its solutions and is moving quickly to harness even more benefits from the latest advancements in Generative AI," said Jim Lundy, Founder, CEO and Lead Analyst of Aragon Research. "AI Interaction Summary is a perfect example of how AI can be used to create new efficiencies and productivity gains for any business while employing new technologies to further delight their customers."

Edited by Alex Passett
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