Intermedia Cloud Communications 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 workload — 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.