Intermedia Cloud Communications, a global leader in AI-powered cloud communications and customer engagement, has announced the launch of AI Agent Assist, a transformative feature within the Intermedia Intelligent Contact Center. Designed to empower agents before, during, and after customer interactions, AI Agent Assist delivers real-time insights, sentiment analysis, and workflow automation—helping businesses elevate service quality and optimize contact center operations without replacing the human element. This latest innovation underscores Intermedia’s mission to help organizations embrace AI at their own pace—enhancing agent performance and customer satisfaction simultaneously.
AI Support Across the Entire Customer Interaction Lifecycle
AI Agent Assist provides intelligent support across all phases of the customer engagement journey:
1. Before the Interaction
Agents are presented with an AI-generated summary of prior conversations, offering immediate context around customer history, inquiries, and preferences. This enables personalized engagement right from the start.
2. During the Interaction
- Real-time, searchable transcription allows agents to stay focused on the customer while capturing every word.
- Live sentiment analysis identifies the emotional tone of the customer, helping agents adjust in real-time.
- AI-powered knowledge retrieval surfaces relevant answers, policies, or troubleshooting guides—eliminating the need for disruptive manual searches.
3. After the Interaction
AI Agent Assist auto-generates a real-time, editable post-call summary (“AI Recap”), including:
- Key takeaways
- Customer concerns
- Action items or follow-ups
This drastically reduces wrap-up time and improves the accuracy of documentation.
Fast, Flexible Deployment with Intermedia AI Builder
Unlike many enterprise AI tools that require complex onboarding, Intermedia’s solution is designed for quick time-to-value. With Intermedia AI Builder, organizations can train their AI Assistant using existing company-specific content (e.g., FAQs, policies, product manuals) with no coding required.
“Businesses need solutions that enhance—not replace—human expertise,” said Irina Shamkova, Chief Product Officer at Intermedia. “AI Agent Assist delivers actionable intelligence in real time, allowing agents to resolve issues faster and focus on meaningful engagement.”
Expanding the SPARK AI™ Suite: AI for Supervisors & Managers
AI Agent Assist is part of the expanding SPARK AI™ suite, which supports managers and supervisors with powerful tools to monitor, coach, and optimize performance:
- AI Call & Voicemail Transcription: Enables rapid QA review and compliance checks.
- AI Interaction Summary: Offers instant context, reducing reliance on full call playback.
- AI Sentiment Analysis: Filters conversations by tone to spotlight standout performance or risk.
- AI Agent Evaluator: Identifies coaching opportunities and provides objective, AI-backed feedback.
- AI Transcription Redaction: Automatically scrubs sensitive data from transcripts to enhance privacy and compliance.
Industry Validation and Analyst Praise
“AI Agent Assist brings intelligence directly into the agent’s workflow—reducing friction and improving response accuracy,” said Dave Michels, Principal Analyst at TalkingPointz. “It provides businesses with an effective, fast path to realize the benefits of AI.”
Empowering Intermedia’s Partner Ecosystem
With over 7,500 resellers, agents, and service providers, Intermedia continues to develop features like AI Agent Assist that enable its partner network to:
- Deliver differentiated, AI-enhanced customer experiences
- Deepen client relationships
- Create new revenue streams
- Strengthen their role as strategic technology advisors
AI Agent Assist represents a major leap forward in how contact centers can use AI to augment—not replace—human agents. With support across the full lifecycle of customer engagement, fast deployment via AI Builder, and seamless integration into the Intelligent Contact Center, Intermedia is empowering businesses to enhance service, scale operations, and embrace AI confidently.
