AI Supervisor Assist is part of the Intermedia Intelligent Contact Centre, an all-in-one platform that unifies voice, chat, email, SMS, and analytics to help businesses manage customer interactions with greater intelligence and speed.
Intermedia Cloud Communications has announced the launch of AI Supervisor Assist – a powerful new capability designed to help contact centre leaders act in real time, while calls are still in progress.
Powered by Intermedia SPARK AI, AI Supervisor Assist delivers live customer sentiment analysis, real-time summaries, key topic detection with emotional tone, and instant transcripts – providing supervisors with the immediate visibility and context they need to intervene precisely during ongoing customer interactions.
AI Supervisor Assist is part of the Intermedia Intelligent Contact Centre – a fully integrated, omnichannel solution built for businesses of all sizes. Combining voice, chat, email, SMS, and analytics, the platform helps organisations manage customer interactions with greater intelligence and efficiency.
“Supervisors have always been responsible for maintaining service quality, but traditional tools keep them a step behind, only allowing them to act after the CX has already suffered,” said Irina Shamkova, Chief Product Officer at Intermedia.
“AI Supervisor Assist prevents this by providing actionable insights in real-time. This advancement merges supervisor duties, addressing in-progress calls and assessing post-call interactions, enhancing overall customer satisfaction and optimising contact centre operations.”
“With this immediate visibility and upcoming AI-driven evaluations, we’re replacing random sampling with comprehensive, data-driven decision-making.”
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This innovation builds on Intermedia’s recent release of AI Agent Assist, which enhances agent performance through live sentiment cues, AI-driven knowledge retrieval, and automated post-call summaries.
Together, they form a dynamic feedback loop that drives better coaching, faster decisions, and stronger CXs.
From Intermedia’s real-time management dashboard, supervisors gain a unified view of customer sentiment and key operational metrics like wait times and service levels.
One-click AI summaries surface call topics and tone, while live transcripts with sentiment indicators provide added context. Supervisors can take immediate action – listening in, whispering feedback, joining the call, or sending discreet messages through Unite Chat – all without disrupting the interaction.
Even in an AI-powered contact centre, human leadership still plays a vital role. AI Supervisor Assist amplifies that impact by helping supervisors focus where they’re needed most – with instant visibility into live interactions, emerging issues, and agent performance.
AI Supervisor Assist equips supervisors to:
- Improve customer satisfaction by identifying and addressing issues as they emerge, not after the fact.
- Support agents in the moment with live transcripts and summaries that eliminate guesswork.
- Reduce service recovery costs by resolving potential issues before they escalate.
- Accelerate agent development with coaching delivered when and where it’s most impactful.
AI Supervisor Assist works alongside AI Agent Evaluator to support both real-time coaching and post-call evaluation.
Calls are flagged for review based on defined keywords or patterns, and supervisors receive structured insights – including talk ratios, sentiment trends, and performance cues – to support more consistent, data-driven coaching.
Together, these tools power a comprehensive performance management cycle, combining real-time responsiveness with post-call refinement.
For Intermedia’s network of partners – including MSPs, VARs, service providers, and telcos – AI Supervisor Assist is another example of the modern, high-value solutions Intermedia delivers to help businesses of all sizes operate more efficiently, engage customers more effectively, and support hybrid teams with confidence.
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