customer

CustomerZone360 NEWS

Free eNews Subscription

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
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: TMCnet News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

Read More

Eventide Steps into Call Centers with NexLog DX-Series Recorders

By: Greg Tavarez    4/17/2024

Eventide Communications, a provider of public safety recording solutions, extended its reach into the call center market with the NexLog DX-Series rec…

Read More

A Spotlight on UCaaS Success: SkySwitch Vectors 2024 and its Contact Center Insights

By: Alex Passett    4/16/2024

At SkySwitch Vectors 2024, the company's Vice President of Revenue joined an expert panel to discuss paths to success for agents and their customers.

Read More

Gen AI Outbound Calling Solutions Provider Vodex Announces $2 Million Seed Round

By: Tracey E. Schelmetic    4/15/2024

Vodex announced last week that it raised $2 million in a seed round from Unicorn India Ventures and Pentathlon Ventures. Vodex was previously backed b…

Read More

Talkdesk Announces Generative AI Suite for On-Premises Environments

By: Tracey E. Schelmetic    4/11/2024

AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company's new generative artificial …

Read More