In the contact center, supervisors are usually the most critical line of defense when it comes to ensuring that standards and service levels are properly met. But the traditional process of reviewing processes for quality is a time-consuming one, and supervisors can usually only monitor a small portion of calls due to time constraints. This can leave a considerable percentage of agent-customer contacts without oversight or evaluation.
Today, artificial intelligence is helping fill in the gap to locate areas of improvement and reinforce best practices.
Cloud communications solutions provider Intermedia Cloud Communications recently announced an update to its AI Agent Evaluator for Intermedia's omni-channel (voice, chat, SMS, WhatsApp, email) contact center solution. By providing supervisors with detailed insights and workflow automation for recorded calls, AI Agent Evaluator is designed to help deliver more efficient, meaningful and effective feedback to contact center agents and contribute to a more responsive and effective customer service environment, said the company.
Intermedia's AI Agent Evaluator was created to streamline and enrich the evaluation process, helping to ensure that critical details are not overlooked, and supervisors are free to focus their time and attention where it's needed most, with the goal of always improving the customer's experience.
Powered by Intermedia SPARK AI, Intermedia's technology that is embedded across all of the company's communications, collaboration and contact center platforms, AI Agent Evaluator offers a series of benefits, including sentiment analysis with granular insights, automated call tagging and topic identification, and detailed agent behavior metrics. The solution analyzes speaking patterns, including talk-to-listen ratios and words per minute, to allow supervisors gain a deeper understanding of agent engagement and effectiveness.
"With the latest update to our AI Agent Evaluator, we are empowering supervisors to deliver precise feedback more rapidly, enhancing agent performance and driving exceptional customer experiences,” said Irina Shamkova, Chief Product Officer at Intermedia. “As AI continues to evolve, it promises to bring unprecedented levels of personalization and efficiency to customer service, setting new standards for the industry. At Intermedia, we are dedicated to leading this transformation and enhancing our solutions to meet the ever-changing needs of our customers and partners."
Edited by
Alex Passett
