IntelePeer, an AI-powered communications automation platform provider, announced integration with the Microsoft Azure OpenAI service to embed OpenAI GPT into its Communications Automation platform and SmartAgent intelligent virtual assistant (IVA).
This integration will see IntelePeer deliver advanced solutions to automate customer interactions and improve operational efficiency while also creating a faster, easier customer experience.
“Integrated with Microsoft Azure OpenAI service, IntelePeer’s Communications Automation platform is transforming customer service, fully automating more than 80 percent of voice and messaging customer interactions,” commented IntelePeer CEO, Frank Fawzi. “Through this collaboration, we aim to capitalize on the enhanced power of our platform, embedded with Azure’s generative AI to entirely transform the customer experience by providing a personalized interaction in a human-like manner. This is merely the tip of the iceberg of the impact that AI will deliver to communications automation and customer service.”
IntelePeer’s SmartAgent can handle a range of interactions as effectively as a live agent, but with a higher percentage of first-time resolutions and improved accuracy, thus making “being on hold” a thing of the past. The platform provides 24×7 intelligent call and message handling, and delivers personalized self-service capabilities that are natural to navigate for the consumer. Additionally, the Azure-based LLM improves SmartAgent’s capabilities in multiple languages, allowing it to adjust response styles and provide dynamic responses at a level not possible before genAI.
IntelePeer delivers vertical and domain-specific virtual agents for industries such as healthcare, insurance, utilities, retail, financial services, transportation and logistics. The platform helps businesses implement AI-powered, omnichannel communications solutions that automate customer interactions. Since its inception, IntelePeer has automated over 500 million customer interactions across voice, messaging and digital channels while lowering interaction cost.
“With generative AI, consistent delivery of superior customer service is now a reality. The benefits are abundantly clear – customer satisfaction and loyalty are significantly improved and the amount of time a consumer spends interacting with customer service agents has dramatically decreased,” added Fawzi. “Time-consuming and often frustrating experiences can now be reduced through true-to-life, conversational interactions. We view this as game-changing for brands and their customers across the board.”
“By working with Microsoft Azure, IntelePeer can significantly accelerate its generative AI innovation while streamlining AI model management,” said Azure AI VP, Ali Dalloul. “Coupled with the safety measures both companies have in place, IntelePeer will be able to bring solutions to market faster while giving their customers peace-of-mind knowing security levels are in place to safeguard their proprietary information.”
To check out IntelePeer’s partner program, click here. For Microsoft Azure for partners, visit here.
