Intermedia Cloud Communications, a global leader in AI-powered cloud communications, collaboration, and customer engagement solutions, has officially announced the launch of AI Agent Assist, which happens to be a new feature within the Intermedia Intelligent Contact Center, capable of helping agents engage better before, during, and after every customer interaction.
According to certain reports, the stated solution brings forth real-time intelligence, sentiment analysis, and automation to help agents respond more quickly, improve service quality, and reduce manual workload. This it does for the purpose of empowering businesses to streamline contact center operations, while simultaneously providing more personalized customer experiences.
Talk about the whole value proposition on a slightly deeper level, we begin from how this solution works before the interaction. Agents are basically presented with an AI-generated summary of the customer’s previous interactions, thus offering quick context on history, inquiries, and key details to personalize engagement from the start.
Next up, we must get into the way things will pan out during the interaction. Here, users can come expecting real-time searchable transcription, live sentiment analysis, and AI-powered knowledge retrieval to quickly access relevant policies, product details, and procedures, all without disrupting the conversation.
As for after the interaction part, Intermedia’s latest brainchild will generate an editable, real-time post-call summary (AI Recap), including key takeaways and next steps to reduce wrap-up time and create accurate documentation.
“Customers expect fast, informed, and seamless interactions. While AI will ultimately transform customer engagement with more independent AI agents, businesses need solutions today that enhance—not replace—human expertise,” said Irina Shamkova, Chief Product Officer at Intermedia Cloud Communications. “AI Agent Assist helps businesses bridge that gap by delivering real-time insights that allow agents to work smarter, resolve issues faster, and focus on meaningful customer interactions. With this latest addition to the Intermedia Intelligent Contact Center, we’re enabling businesses to embrace AI at their own pace while improving service quality from day one.”
Markedly enough, Agent Assist is understood to be upgrade the Intermedia’s SPARK AI feature suite. You see, the stated suite includes, at present, various different powerful tools that can help supervisors monitor agent performance, streamline coaching, and ensure quality across every interaction.
More on that would reveal how this particular assortment features, for instance, a dedicated AI call & voice transcription facility, which provides full conversation transcripts to accelerate quality assurance reviews, surface compliance issues, and support coaching.
Next up, there is a feature focused on generating summaries in regards to your AI interactions. This includes empowering supervisors to understand call context at a glance, saving time by eliminating the need to listen to full recordings.
Another tool worth a mention is rooted in the prospect of conducting analysis on AI sentiment. The stated solution effectively facilitates filtering and review of conversations based on emotional tone. The idea here is to help supervisors identify strong agent performance or intervene when customer sentiment signals potential churn or service breakdowns.
Hold on, there is more, considering we haven’t yet touched upon the presence of an AI agent evaluator, which banks upon AI to analyze interactions, highlight coaching opportunities, as well as support more consistent and objective performance evaluations.
Rounding up highlights would be the potential for AI transcription redaction, something which comes in handy to automatically remove sensitive data (such as personal or payment information) from transcripts to improve privacy and support compliance efforts.
“AI is essential in modern customer engagement for operational efficiency and customer satisfaction,” said Dave Michels, Principal Analyst, TalkingPointz. “Intermedia’s AI Agent Assist brings intelligence directly into agent workflows, helping reduce friction in customer interactions and improves response accuracy. The solution offers businesses an effective and fast path to realizing the benefits of practical AI.”
Founded in 1993, Intermedia’s rise up the ranks stems from connecting businesses through its AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more. The company’s excellence in what it does can also be understood once you consider it presently connects more than 150,000 businesses.
