Intermedia Cloud Communications announced an update to its AI Agent Evaluator solution to provide detailed insights and workflow automation for recorded calls.
Part of Intermedia's omnichannel Contact Center solution, AI Agent Evaluator offers meaningful feedback to contact center agents and contributes to a more responsive customer service environment. The AI element lets supervisors identify critical customer interaction insights and improve agent performance accordingly.
The solution streamlines the traditional review process, which is often time-consuming and prone to oversights. It ensures that critical details are not overlooked and that supervisors focus their time and attention where it's needed most, with the goal of always improving the customer's experience.
Powered by the Intermedia SPARK AI engine, AI Agent Evaluator offers dozens of features, such as sentiment analysis, automated call tagging, and detailed agent behavior metrics. For example, granular insights allow supervisors to track how customer and agent sentiment changes during the conversation and pinpoint moments where the sentiment shifts. This is where a supervisor can coach and help identify what triggered positive or negative reactions.
Detailed agent behavior metrics provide conversation speaking patterns, including talk-to-listen ratios and words per minute, which let supervisors gain a deeper understanding of agent engagement and effectiveness.
"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. 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," said Irina Shamkova, Chief Product Officer at Intermedia.
AI Agent Evaluator is the latest addition to the suite of Intermedia SPARK AI-powered features found within Intermedia Contact Center, joining AI Call & Voicemail Transcription, AI Sentiment Analysis, AI Transcription Redaction, and more.
