IntelePeer Inks New, Multi-Million Dollar Generative AI Agent Deal
15 Agosto 2024 - 10:16AM
Business Wire
IntelePeer to automate more than 70% of
customers’ transactions
IntelePeer, a leading AI-powered communications automation
platform provider, has signed a new, 8-figure generative AI agent
deal with a Fortune 100 FinTech company. With a goal of improving
the overall customer experience (CX) as well as reducing its
contact center labor costs, the company is using AI agents to
realize a savings of approximately $3 - $6 for each call fully
self-served by IntelePeer’s SmartAgent while taking automation
rates to more than 70%, resulting in over 10X the Return on
Investment (ROI). Results to date include:
- Handling more than 90M customer voice calls per year with over
20,000 simultaneous calls.
- Significantly reduced waiting and call hold times.
- Customers now resolve their inquiries in 25% less time.
- Considerable reduction in the number of outsourced agents.
- Enabled customer to realize significant cost savings and profit
improvements.
To date, IntelePeer has improved the CX for more than 600
million customer interactions and its solutions are capable of
handling a range of tasks from multilingual customer service, to
scheduling and managing appointments, placing orders, providing
quotes, and processing payments. The results are a testament to
IntelePeer’s vision of fully automating customer interactions to
reduce the load on the contact center while improving CX.
“It’s a pinnacle moment for customer support and care with our
generative AI agents providing better customer experiences, more
rewarding work for customer service employees, and a rapid return
on investment for our customers,” said IntelePeer CEO, Frank Fawzi.
“In today’s hyper-competitive business environment, customer
experience is one of the few differentiating factors that makes a
business stand out. Using Microsoft Azure OpenAI Service and our
rapid workflow builder Smartflows, our platform delivers
game-changing solutions that drive better outcomes for both inbound
and outbound communications. Our customers are seeing firsthand how
our generative AI solutions are able to fully automate more
interactions than they ever thought possible while delivering
higher accuracy, security, and data privacy.”
To determine where to best apply AI and automation, IntelePeer
conducted a Customer Intent Study for the customer. To ensure
security, IntelePeer’s Intent Study first stripped any Personal
Identifiable Information (PII) and Protected Health Information
(PHI) from the source, and then used that secure data to analyze
thousands of interactions. The findings were used to develop a
roadmap for the implementation of AI and automation for this
FinTech’s customer service environment.
IntelePeer’s communications automation platform leverages
world-class generative AI that enables users to build
communications-enabled workflows and AI agents that integrate
seamlessly with existing processes. IntelePeer’s AI agent,
SmartAgent, can handle a wide range of interactions as effectively
as a live agent with a higher percentage of first-time resolutions
and improved accuracy, making “being on hold” a thing of the past.
Other features include:
- Fully integrated, omnichannel experience
automating messaging, chat, and email interactions.
- Personalized self-service capabilities that
are natural to converse with.
- AI agents that can respond and adapt to
customer interactions in multiple languages and provide dynamic
responses.
- Q&A knowledge base that enables accurate
responses to thousands of questions.
- Supervised learning delivering continuous
improvement of automation rates and customer sentiment.
- High quality synthetic voice generation
capabilities.
- Real-time analytics to track and monitor
interactions and performance as it happens.
- Customer satisfaction measurement tools.
- Integration with other business tools and
systems, enabling seamless real-time data flow and a more
comprehensive view of operations.
For information about IntelePeer products and
services, visit: http://www.intelepeer.ai
About IntelePeer
IntelePeer simplifies communications automation through advanced
AI-powered solutions, helping businesses and contact centers reduce
costs, enrich the customer experience, and accelerate ROI. Its
AI-driven Communications Automation Platform works seamlessly
within existing business software and infrastructure, enabling
brands to automate complex processes quickly and effortlessly.
Built for business users, IntelePeer’s vendor-neutral platform
leverages world-class generative AI and analytics, empowering
businesses to proactively resolve potential pain points and
maintain context across channels and throughout the orchestrated
customer journey.
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version on businesswire.com: https://www.businesswire.com/news/home/20240815782752/en/
IntelePeer: Paula Rivera Sr. Director, Corporate
Communications privera@intelepeer.ai 720-889-9135