IntelePeer, a leading provider of AI-powered communications automation platforms, has integrated with Microsoft Azure OpenAI Service to incorporate OpenAI GPT into its communications automation platform and intelligent virtual assistant (IVA), SmartAgent™. With this integration, IntelePeer provides an advanced solution that fully automates customer interactions and improves operational efficiency for businesses, while creating a faster and easier customer experience.
“IntelePeer’s communications automation platform, integrated with Microsoft Azure OpenAI Service, is transforming customer service, fully automating more than 80% of voice and messaging customer interactions,” said Frank Fawzi, CEO of IntelePeer. ” he commented. “Through this collaboration, we are leveraging the enhanced capabilities of Azure’s generative AI-powered platform to completely transform the customer experience by delivering personalized interactions in a human-like way. This is just the tip of the iceberg of how AI will impact communication automation and customer service.”
According to Gartner®, “By 2025, 80% of customer service and support organizations will apply some form of generative AI technology to improve agent productivity and customer experience.”1 Responsible AI on Azure provides the framework and tools you need to confidently deploy IntelePeer’s SmartAgent. Combined with IntelePeer’s sophisticated workflow engine, data platform, and technology stack, IntelePeer’s solutions reliably address the most pressing concerns surrounding AI, including accuracy, guardrails, security, data privacy, and non-bias. .
IntelePeer’s SmartAgent can handle a wide range of interactions as effectively as a live agent, but with higher first-time resolution rates and improved accuracy, making “pending” a thing of the past. The platform provides 24/7 intelligent call and message handling and provides personalized self-service features that consumers can interact with naturally. Additionally, Azure-based large-scale language models greatly improve his SmartAgent’s capabilities in multiple languages, allowing for easy adjustment of response styles and a level of dynamism not possible before generative AI. A responsive response will be provided.
IntelePeer provides vertical and domain-specific virtual agents for industries such as healthcare, insurance, utilities, retail, financial services, transportation and logistics. The company’s platform helps businesses quickly deploy AI-powered omnichannel communications solutions that automate customer interactions. Since its inception, IntelePeer has automated over 500 million customer interactions across voice, messaging, and digital channels, reducing interaction costs by 10x. For example, one of his IntelePeer customers can fully automate over 60 million inbound interactions per year and achieve a complete self-service and call containment rate of over 75%.
“Generative AI has made consistent delivery of superior customer service a reality. The benefits are clear: Customer satisfaction and loyalty are significantly increased, and the amount of time consumers spend interacting with customer service agents is reduced. We are now able to reduce what can be a time-consuming and often frustrating experience through real-life, conversational interactions. “I think so,” Fauzi added.
Ali Dalloul, vice president of Azure AI, said: “By working with Microsoft Azure, IntelePeer can significantly accelerate generative AI innovation while streamlining AI model management. Combined with the safeguards both companies have in place, IntelePeer can bring solutions to market faster. , while providing customers with the peace of mind that they have the security level to protect their sensitive information.”
For information about IntelePeer products and services, please visit http://www.intelepeer.ai.
1 Gartner Press Release, Gartner Reveals 3 Technologies That Will Transform Customer Service and Support by 2028, August 30, 2023, https://www.gartner.com/en/newsroom/press-releases/2023 -08-30-gartner-reveals – 3 technologies that will transform customer service and support by 2028. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the United States and abroad and is used herein with permission. All rights reserved.
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