IntelePeer integrates with Microsoft Azure OpenAI service

Through its collaboration with Microsoft Azure OpenAI service, IntelePeer introduces AI-powered SmartAgent™ to automate over 80% of customer interactions.

IntelePeer integrates with Microsoft Azure OpenAI service

IntelePeer, a provider of AI-powered communications automation, has enhanced its platform by integrating with Microsoft Azure’s OpenAI service. This integration incorporates OpenAI's GPT technology into their communications automation platform and intelligent virtual assistant, SmartAgent™. The integration aims to improve customer service by automating a majority of customer interactions, thereby increasing operational efficiency and streamlining customer experiences.

Frank Fawzi, CEO of IntelePeer, stated that with this integration, their platform now automates over 80 percent of customer voice and messaging interactions. He believes this integration is just beginning to explore the potential AI holds for communication automation and customer service.

“Through this collaboration, we aim to capitalize on the enhanced power of our platform embedded with Azure’s generative AI to entirely transform the customer experience by providing a personalized interaction in a human-like manner. This is merely the tip of the iceberg of the impact that AI will deliver to communications automation and customer service.” Fawzi explained.

Ali Dalloul, VP of Azure AI, emphasized the benefits of this partnership. “By working with Microsoft Azure, IntelePeer can significantly accelerate its generative AI innovation while streamlining AI model management. Coupled with the safety measures both companies have in place, IntelePeer will be able to bring solutions to market faster while giving their customers peace-of-mind knowing security levels are in place to safeguard their proprietary information.” he highlighted.

The Azure-based large language model enhances SmartAgent's multi-lingual capabilities and allows for dynamic, style-adjustable responses, making interactions more natural for consumers. As a result, issues such as prolonged hold times are becoming obsolete, replaced by efficient, first-time resolutions.

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IntelePeer has also tailored its virtual agents for industries such as healthcare, insurance, and financial services, among others. The company has managed to automate over 500 million interactions, significantly reducing interaction costs while improving self-service and call containment rates. One notable achievement includes a client who automated over 60 million inbound interactions annually, achieving a self-service rate of over 75%.

Gartner® predicts that by 2025, 80 percent of customer service and support organizations will utilize generative AI technology to enhance agent productivity and customer satisfaction. Azure's AI tools provide a framework that enables IntelePeer to deploy its SmartAgent with confidence, focusing on crucial aspects like accuracy, security, and data privacy.

Integrations with Microsoft Azure OpenAI in APAC

Softwares across the Asia-Pacific region are harnessing Microsoft Azure OpenAI services to enhance their technology offerings and automate complex processes. Here are three examples of businesses integrating these advanced AI capabilities to improve efficiency and user engagement in their respective industries.

ChatbotPlus, a Singapore-based customer service software provider, integrates Microsoft Azure OpenAI services to enhance its chatbot solutions across APAC. This integration facilitates more sophisticated conversational capabilities in multiple Asian languages, helping businesses provide responsive and nuanced customer support.

The Azure OpenAI services enable ChatbotPlus to offer a more adaptive response mechanism, which allows for better understanding and engagement with users, thereby reducing the need for human intervention in routine queries.

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HealthDesk AI, operating out of Japan, utilizes Microsoft Azure OpenAI services to streamline patient management and inquiry handling in healthcare facilities. By leveraging Azure's AI capabilities, HealthDesk AI automates patient interaction processes such as appointment scheduling, symptom checking, and preliminary diagnostics.

This not only improves operational efficiency but also ensures accuracy and privacy in handling sensitive health information, a critical factor in the healthcare industry.

In Australia, FinServ AI incorporates Microsoft Azure OpenAI services to transform financial advisory and customer service functions. By embedding Azure's AI into their systems, FinServ AI provides real-time financial advice and automates complex customer inquiries related to banking, investments, and insurance.

The integration aids in processing large volumes of transactions and queries accurately, thus enhancing customer experience while ensuring compliance with stringent financial regulations.

The integration of Microsoft Azure OpenAI services across various sectors and regions signifies a major leap forward in the application of AI to streamline operations and enhance user experiences.

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