IntelePeer Integrates with Microsoft Azure OpenAI Service for Improved Automation

One of the most meaningful applications for OpenAI’s ChatGPT capability has been for customer-facing organizations that are tasked with a daily onslaught of customer queries. While some calls and contacts still require the essential human touch, most of them are capable of being automated to varying degrees, provided there is a sturdy and effective (and responsible) foundation for automation. ChatGPT has, by and large, proven to be that sturdy foundation, helping companies offload a majority of their customer contacts to a smart chatbot.

Communications automation platform provider IntelePeer recently announced integration with Microsoft Azure OpenAI Service to embed OpenAI GPT into IntelePeer’s Communications Automation Platform and Intelligent Virtual Assistant (IVA), SmartAgent. The goal of the integration is to deliver more advanced solutions that are capable of fully automating customer interactions and improving operational efficiencies for businesses while creating a faster and easier customer experience.

In the announcement, IntelePeer noted that its SmartAgent solution can handle a wide range of interactions as effectively as a live agent but with a higher percentage of first-time resolutions and improved accuracy. The platform provides 24/7 call and message handling and delivers personalized self-service capabilities that are natural to navigate for the consumer. Additionally, the Azure-based large language model significantly improves SmartAgent’s capabilities in multiple languages, enables it to easily adjust response styles, and provides dynamic responses at a level not possible before generative AI.

“Integrated with Microsoft Azure OpenAI Service, IntelePeer’s Communications Automation Platform is transforming customer service, fully automating more than 80 percent of voice and messaging customer interactions,” commented IntelePeer CEO, Frank Fawzi. "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.”

Since its inception, IntelePeer has automated over 500 million customer interactions across voice, messaging and digital channels while lowering the cost of an interaction ten-fold, according to the company.