Intermedia Cloud Communications, a leading provider of intelligent cloud communication and collaboration solutions for enterprises and their partners, today announced the launch of Intermedia Artificial Intelligence (AI) Interaction Summary, its latest solution for integrating transformative AI technology. Developed for Intermedia’s Intelligent Contact Center, AI Interaction Summary uses generative AI and large language models to automatically generate an accurate summary of each transcribed contact center call, designed to accelerate the completion of each call and enable one agent to move on to the next transfer calls faster and provide supervisors with concise call summaries for coaching and training purposes. AI Interaction Summary is the latest addition to Intermedia AI Interaction Analytics, a suite of solutions that leverage AI technology to automatically transcribe customer calls, label calls, tag keywords, and phrases, and provide instant sentiment analysis for each call.
As companies strive to continually improve the customer experience, a key element of this process is identifying friction points in the customer journey. The AI Interaction Summary is specifically designed to address and mitigate common customer service issues by providing:
Improved and accurate call notes. Contact center agents are typically required to enter call notes at the end of each interaction. However, reps may forget to take notes of the conversation, or notes may contain errors or reflect the author’s bias. With AI Interaction Summary, the summary of each transcribed call is automatically generated, creating a timely, accurate, and impartial report of the interaction.
Increased efficiency. Preparing call notes takes time, especially for long and/or complex customer interactions. AI Interaction Summary instantly writes the transcript of the call summary, allowing the agent to move on to assisting the next customer faster.
Better coaching and training. Accurate, timely, and summarized call notes from AI Interaction Summary give supervisors more time to coach because they spend less time reviewing lengthy call recordings or call transcripts. Summaries can also be more easily referenced for future real-world scenario training.
Happier customers. The overall customer experience is enhanced when the representative immediately knows what was discussed on the customer’s last call. The AI interaction summary does this by presenting the last previous interaction (subject to certain defined parameters) to the agent when the incoming call arrives, providing a historical summary that’s easy to scan and understand for more informed and responsive customer interactions.
Intermedia’s AI interaction summarization works seamlessly behind the scenes of the Intermedia Intelligent Contact Center to transcribe inbound and outbound calls, and then sends the transcriptions to a generative AI engine specially trained to summarize contact center calls. Depending on the service configuration, the summary is then sent either to the manager only or to the manager and deputy.
“Intermedia has a long history of embedding AI in its solutions and is moving quickly to take even more advantage of the latest advances in generative AI,” said Jim Lundy, founder, CEO and principal 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 leveraging new technologies to delight their customers even more.”
“Generative AI is one of the most transformative technologies in decades. At Intermedia, we believe that the purpose of AI is not to replace humans, but to help them be more productive, make more informed decisions, generate new and useful insights, and ultimately help organizations achieve their goals more efficiently.” said Michael Gold, CEO of Intermedia, “The addition of AI Interaction Summary to our existing suite of AI-powered services is another example of how Intermedia identifies opportunities for business improvement and then develops and delivers the technologies that provide the solution. More are in preparation.”