What was the impact of the AI solution?

Reduced costs and improved customer experience by helping support engineers respond more promptly. Summarization takes minutes instead of extensive manual review.

Source

Evidence: Low40/100

Intermedia uses OCI Generative AI to summarize multilingual customer chat transcripts for support teams

Use case typeCustomer support automationUpdated 1 day ago

Intermedia is a cloud communications company that helps over 135,000 businesses connect using voice, videoconferencing, chat, and more. Support engineers field 300 to 400 chats daily across 21 languages, which required thousands of staff hours a year to manually handle and review transcripts. The company chose OCI Generative AI to automatically summarize the transcripts of hundreds of chats a day in mere minutes.

Organization: Intermedia
Industry: Tech & Comms
Location: United States
Published: August 2026

Reported outcomes

Strategic outcomes

Cost efficiencyReduced manual review effort and costsCustomer experience & trustFaster support responses

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Intermedia
Provider: Oracle
Maturity: Unknown
Linked source: Oracle Customer Stories

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 2 of 2

1Customer support automation
2Multilingual communication

Support engineers field 300 to 400 chats daily across 21 languages, requiring thousands of staff hours a year to manually handle and review transcripts.

OCI Generative AI automatically summarizes the transcripts of hundreds of chats a day in mere minutes.
The summaries reduce manual transcript review and let support engineers focus more on resolving customer challenges promptly.

Technologies

OCI Generative AI

Reduced costs and improved customer experience by helping support engineers respond more promptly.
Summarization takes minutes instead of extensive manual review.

Sources & evidence1

Evidence: Low40/100Evidence strength