Enable Peak Manager Performance with Intermedia Contact Center’s AI Supervisor Assist

Supervisors are a crucial element of a high-performing contact center, guiding agents and ensuring exceptional customer experiences. Intermedia Contact Center’s AI Supervisor Assist is designed to empower these crucial team leaders with real-time insights and tools, fostering operational excellence and continuous improvement.

AI Supervisor Assist uplifts contact center management by providing real-time sentiment analysis for active calls, a call summary of the interaction in progress, topics being discussed with sentiment attached, and a searchable call transcript—all designed to optimize supervisory workflows and agent development.

Strengthening Your Supervisors with Advanced AI Capabilities

Intermedia’s AI Supervisor Assist is loaded with features designed to enhance supervisory effectiveness and improve overall contact center performance:

• Real-Time AI Interaction Insights: What if your supervisors didn’t have to wait for a call to end to know something was going wrong? AI Supervisor Assist uses real-time AI to make that possible. It continuously analyzes live calls, surfaces key insights like sentiment and conversation topics, generates running summaries, and gives supervisors the option to intervene with a click.
• Real-Time Awareness: Supervisors don’t have to wait for reports. They can see exactly what’s happening across queues and calls while it’s happening so they can prioritize which calls need attention, understand context without delay, and step in early if needed.
  • Track sentiment for every interaction in a queue as they evolve throughout a call.
  • Preview running AI summaries to quickly assess a conversation.
  • Open a live transcript to see what’s being said in real time.
• Live Coaching and Support: AI Supervisor Assist gives supervisors multiple ways to help agents during live interactions, without disrupting the customer experience.
  • Whisper suggestions directly to agents.
  • Send quick guidance via chat in Unite.
  • Join the call/barge if more direct support is needed.
• Smarter Team Management: AI Supervisor Assist pairs with AI Agent Evaluator to give supervisors real-time awareness during calls and deeper insight after they end.
  • Use custom scoring templates to follow up on live coaching for feedback.
  • Review and resolve feedback with agents through a shared evaluation view.

Key Benefits of Intermedia Contact Center’s AI Supervisor Assist

• Enhanced Operational Efficiency: Reduce the time supervisors spend on manual monitoring and review, freeing them to focus on strategic coaching and team development. Live summaries streamline workflows, enabling supervisors to manage more agents effectively.
• Proactive Problem Resolution: Identify potential issues or escalating situations in real-time with sentiment analysis, allowing for timely intervention before they negatively impact customer experience. Empower supervisors to address challenges proactively, improving first-call resolution rates and customer satisfaction.
• Improved Agent Performance & Development: Provide supervisors with data-driven insights for targeted coaching, fostering continuous improvement in agent skills and adherence to best practices. Facilitate efficient feedback loops by quickly identifying strong and weak points in agent interactions.
• Better Customer Outcomes: By empowering supervisors to maintain quality and intervene effectively, AI Supervisor Assist directly contributes to more positive and efficient customer interactions. Ensure consistent service quality across the entire contact center team.

Conclusion

Intermedia Contact Center’s AI Supervisor Assist supports supervisors with the AI-powered tools they need to drive agent performance and ensure superior customer service. By providing real-time insights, enabling proactive interventions, and simplifying post-call analysis, AI Supervisor Assist enhances efficiency, leads to more effective team management, and ultimately contributes to a more successful contact center operation.

Rob Oscanyan

Robert Oscanyan is a Senior Director of Product Marketing at Intermedia, where he focuses on helping businesses improve their customer experience using Intermedia's award-winning cloud communications solutions. Rob has over a decade of experience spanning market research, messaging, and elevating the voice of the customer. In his free time, he constantly creating new adventures with his wife, seven kids, and a small army of pets.