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IntelePeer Aims to Help Build a Roadmap to Customer Service Automation

By Tracey E. Schelmetic January 26, 2024

While the benefits of applying AI to the customer support process are well documented, it’s a complex process with a lot of moving parts. For this reason, companies shaken by stories of AI implementation pitfalls may not be sure where to start, which processes to automate, and which solutions might be right for their business.

To provide a roadmap for organizations looking to build a workable framework for AI, AI communications solutions provider IntelePeer recently announced the availability of its “Customer Interaction Intent Study,” which will be available on a complimentary basis through June 30. The IntelePeer study was undertaken to help businesses develop a roadmap for the implementation of AI and automation in their customer service environments.

During the last six months, IntelePeer’s study has been instrumental in analyzing the traffic of enterprise customers with hundreds of millions of interactions to date to determine the reasons why customers reach out to their businesses. The analysis has been used to define and prioritize the interactions that can be automated.

“The benefits of customer service automation are numerous; however, it can be a complex landscape leaving businesses struggling to know where exactly to begin automation,” said Frank Fawzi, CEO of IntelePeer. “With IntelePeer’s Customer Interaction Intent Study, we’re able to leverage AI to pinpoint the reasons behind a customer interaction, categorize such intents and develop an actionable plan for the implementation of AI and automation that can produce business outcomes in 30 to 60 days.”

Fawzi noted that the intent studies provide a kind of analytics-based roadmap to help customers achieve up to 90 percent call containment rates.

“Imagine the cost savings achieved and improvement in customer experience by automating such a massive amount of customer interactions, delivering better consistency and accuracy when responding to customer service requests,” he said.

To complete the study, IntelePeer analyzes up to 20,000 calls per customer over a period of two weeks in a secure manner, stripping out any Personal Identifiable Information (PII) and Protected Health Information (PHI) at the source and anonymizing customer data.

To hear more about how IntelePeer can help improve the customer experience, register for the company’s session at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.

Edited by Greg Tavarez
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