Intermedia Cloud Communications, which offers AI-powered cloud communications and collaboration solutions to businesses and the partners that serve them, updated its AI Agent Evaluator for Intermedia’s omni-channel contact center solution, covering voice, chat, SMS, WhatsApp and email.
AI Agent Evaluator provides supervisors with insight and workflow automation for recorded calls, helping deliver more efficient, meaningful and impactful feedback to contact center agents while contributing to a more responsive and effective customer service environment.
Supervisors play a crucial role in maintaining high standards by providing timely and constructive feedback to agents. However, the traditional review process is often time-consuming and prone to oversight, as supervisors randomly sift through numerous recordings or transcripts looking for areas to suggest improvement or reinforce good practices. Intermedia’s AI Agent Evaluator streamlines this process, ensuring that critical details are not overlooked while allowing supervisors to focus on improving CX.
AI Agent Evaluator offers:
- Sentiment analysis with granular insight
- Automated call tagging
- Topic identification
- Agent behavior metrics
“AI is revolutionizing the contact center industry by enhancing customer experience, optimizing agent supervision and call handling, automating routine tasks, and providing responsive support and predictive analytics,” said Irina Shamkova, CPO, Intermedia. “With the latest update to our AI Agent Evaluator, we are empowering supervisors to deliver precise and impactful feedback more rapidly, enhancing agent performance and driving exceptional customer experiences. 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.”
AI Agent Evaluator is the latest addition to the suite of Intermedia SPARK AI-powered features, found within Intermedia Contact Center. This joins AI call and voicemail transcription, AI sentiment analysis, AI interaction summary, AI transcription redaction, AI chatbot and more.
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