Intermedia Cloud Communications, a global leader in intelligent cloud communications, collaboration, and customer engagement solutions, announced the launch of AI Supervisor Assist-a groundbreaking feature designed to empower contact center supervisors with real-time insights during live customer interactions. Powered by Intermedia SPARK AI, this latest innovation enhances visibility into ongoing calls by providing live sentiment analysis, real-time summaries, key topic detection with emotional tone, and instant transcripts, allowing supervisors to act precisely when needed.
Serving more than 150,000 businesses worldwide and supported by a network of over 7,500 partners, Intermedia continues to drive innovation in the contact center space with tools that optimize performance, enhance customer satisfaction, and simplify operations.
Real-Time Support with AI Precision
AI Supervisor Assist is the latest addition to the Intermedia Intelligent Contact Center—a fully integrated, omnichannel platform that unifies voice, chat, SMS, email, and analytics. Designed to support businesses of all sizes, the solution delivers actionable intelligence that enables faster decision-making and improved customer outcomes.
Also Read: ActiveCampaign Launches WhatsApp for Conversational Marketing
“Supervisors have always been responsible for maintaining service quality, but traditional tools keep them a step behind, only allowing them to act after the customer experience 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 optimizing contact center operations. With this immediate visibility and upcoming AI-driven evaluations, we’re replacing random sampling with comprehensive, data-driven decision-making.”
Integrated AI to Enhance Operations
AI Supervisor Assist builds upon the earlier release of AI Agent Assist, which equips agents with live sentiment cues, real-time knowledge retrieval, and automated post-call summaries. Together, these tools form a closed-loop feedback system that strengthens coaching, speeds up decisions, and improves the overall customer experience.
Supervisors can manage live operations seamlessly through Intermedia’s centralized dashboard, which offers a real-time view into customer sentiment, service levels, wait times, and other key metrics. AI-generated summaries highlight call topics and emotional tone, while sentiment-labeled transcripts offer additional context.