Earlier this summer, fellow GenAI Today writer Stefania Viscusi penned an article about IntelePeer, a provider of rapidly deployable communications solutions. For context, the IntelePeer automated platform (powered by AI and advanced analytics) improves customers’ experiences and, at the same time, provides businesses immense time-to-value with features that work seamlessly with existing infrastructure. IntelePeer’s no-code templates, low-code, co-creation, and developer API options provide users with simple, easy-to-use tools that can be utilized by anyone.
The news that Viscusi covered mainly focused on IntelePeer having secured $140 million in new growth funding and debt financing, which validated the company’s long-term goals and investments in its AI SmartAgent portfolio. (Read the full coverage here.)
Today, we’ve got more recent IntelePeer news to talk about.
Last week, IntelePeer announced that it officially signed a new eight-figure GenAI agent deal with a Fortune 100 fintech company (unnamed, as of this article’s publication).
The goal of this deal is clear: Improve customer experience (CX) metrics and reduce contact center labor costs. The unnamed company plans to utilize AI agents to, quote, “realize a savings of approximately $3 to $6 for each call that is fully self-served by IntelePeer’s SmartAgent while taking automation rates to more than 60%, resulting in ten times the ROI.”
For what it’s worth (given we do report on deals like these often, albeit with outsider journalism points of view), we feel like IntelePeer is more than up to the task. To date, IntelePeer has improved CX initiatives for more than 600 million total customer interactions, with additional solutions that range from multilingual customer service offerings to easy appointment scheduling and managing, order placement, payment processing and much more.
Furthermore, IntelePeer’s SmartAgents feature a lot that this unnamed fintech company likely has its eyes on; this includes the following:
- Fully integrated, omnichannel experience automating messaging, chat, and email interactions
- Personalized, natural-sounding self-service capabilities (i.e. synthetic voice generation) and customer interaction adaptability
- Q&A knowledge base access that enables accurate responses to thousands of frequently-asked questions
- Supervised learning that delivers continuous improvements to automation rates and leveraging customer sentiments
“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,” expressed Frank Fawzi, IntelePeer’s CEO. “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.”
Be part of the discussion about the latest trends and developments in the GenAI space at Generative AI Expo, part of the #TECHSUPERSHOW experience that’ll be taking place from February 11-13, 2025 in Fort Lauderdale, Florida.
Edited by
Greg Tavarez
