Intermedia Debuts AI Supervisor Assist to Help Contact Centers Improve Performance in Real Time

Intermedia Cloud Communications, a leading provider of intelligent cloud communications, collaboration, and customer engagement solutions, 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 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.”

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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.

SOURCE: PRNewswire