Intermedia Cloud Communications has announced the launch of AI Supervisor Assist — a powerful new capability designed to help contact center 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 Center — a fully integrated, omnichannel solution built for businesses of all sizes. Combining voice, chat, email, SMS and analytics, the platform helps organizations 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 customer experience has already suffered," said Irina Shamkova, chief product officer, 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."

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 customer experiences.

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.

Real-Time Supervision, Real-Time Results

Even in an AI-powered contact center, 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.

The Expanding Intermedia SPARK AI Portfolio

AI Supervisor Assist joins a growing suite of SPARK AI capabilities designed to give businesses greater control, insight and efficiency in every customer interaction:

• AI Call & Voicemail Transcription – Generates accurate, searchable transcripts to streamline quality assurance (QA), surface compliance risks and speed issue resolution.
• AI Interaction Summary – Creates concise, actionable call summaries, eliminating the need to review full recordings.
• AI Sentiment Analysis – Tracks emotional tone across conversations, helping supervisors identify standout performance or potential churn risks.
• AI Agent Assist – Enhances live agent support with real-time sentiment detection, AI-driven knowledge surfacing and post-call summaries.
• AI Agent Evaluator – Automates call review and coaching workflows using key performance markers and structured insight.
• AI Transcription Redaction – Automatically removes sensitive or other confidential data from transcripts to support compliance and protect customer privacy.

All SPARK AI tools are tightly integrated into the Intermedia Intelligent Contact Center — no third-party stitching required.

Built for Partners Who Champion the Future of Work

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.

Through the Intermedia Champions Program, partners gain access to a comprehensive portfolio of white-labeled or Intermedia-branded offerings, highly-attractive margins, sales and technical enablement, marketing resources and dedicated support. With innovations like AI Supervisor Assist, Intermedia continues to invest in the tools and programs that make it easier for partners to grow recurring revenue — and deliver meaningful impact to the customers they serve.

Availability

A beta version of Intermedia AI Supervisor Assist is now available.

In other news, Intermedia has announced the launch of AI Agent Assist, a new feature within the Intermedia Intelligent Contact Center that helps agents engage more effectively before, during and after every customer interaction.

By delivering real-time intelligence, sentiment analysis and automation, AI Agent Assist helps agents respond more quickly, improve service quality and reduce manual workloads — allowing businesses to streamline contact center operations while providing more personalized customer experiences.

AI Agent Assist: Supporting Agents Before, During and After Every Interaction

AI Agent Assist is designed to support agents across the full customer engagement life cycle by surfacing real-time insights when they're needed most:

• Before the interaction – Agents are presented with an AI-generated summary of the customer's previous interactions, offering quick context on history, inquiries and key details to personalize engagement from the start.
• During the interaction – Real-time, searchable transcription, live sentiment analysis and AI-powered knowledge retrieval allow agents to quickly access relevant policies, product details and procedures — without disrupting the conversation.
• After the interaction – Immediately following a call or chat, AI Agent Assist generates an editable, real-time post-call summary ("AI Recap") including key takeaways and next steps — reducing wrap-up time and generating accurate documentation.

Unlike AI solutions that require complex setup or long deployment cycles, AI Agent Assist is designed for immediate impact. With Intermedia's AI Builder, businesses can configure their AI Assistant using company-specific content — such as product documentation, FAQs and support policies — without the need for extensive training or programming.

"Customers expect fast, informed and seamless interactions," said Irina Shamkova, chief product officer, Intermedia. "While AI will ultimately transform customer engagement with more independent AI agents, businesses need solutions today that enhance — not replace — human expertise. AI Agent Assist helps businesses bridge that gap by delivering real-time insights that allow agents to work smarter, resolve issues faster and focus on meaningful customer interactions. With this latest addition to the Intermedia Intelligent Contact Center, we're enabling businesses to embrace AI at their own pace while improving service quality from day one."

Expanding the Power of Intermedia SPARK AITM

AI Agent Assist is the latest enhancement to Intermedia's SPARK AI feature suite. SPARK AI includes powerful tools that help supervisors monitor agent performance, streamline coaching and ensure quality across every interaction:

• AI Call & Voicemail Transcription – Provides full conversation transcripts to accelerate quality assurance reviews, surface compliance issues and support coaching.
• AI Interaction Summary – Helps supervisors understand call context at a glance, saving time by eliminating the need to listen to full recordings.
• AI Sentiment Analysis – Enables filtering and review of conversations based on emotional tone, helping supervisors identify strong agent performance or intervene when customer sentiment signals potential churn or service breakdowns.
• AI Agent Evaluator – Uses AI to analyze interactions, highlight coaching opportunities and support more consistent and objective performance evaluations.
• AI Transcription Redaction – Automatically removes sensitive data (such as personal or payment information) from transcripts to improve privacy and support compliance efforts.

"AI is essential in modern customer engagement for operational efficiency and customer satisfaction," said Dave Michels, principal analyst, TalkingPointz. "Intermedia's AI Agent Assist brings intelligence directly into agent workflows, helping reduce friction in customer interactions and improves response accuracy. The solution offers businesses an effective and fast path to realizing the benefits of practical AI."

Continued Innovation for Intermedia Partners

As a partner-first company, Intermedia continues to develop solutions like AI Agent Assist to help its 7,500-plus resellers, agents and service providers deliver greater value to their customers. These innovations not only enhance the customer experience — they also help partners differentiate, deepen client relationships and expand revenue opportunities while reinforcing their role as trusted technology advisors.