What was the impact of the AI solution?

The company said the platform fully automates more than 80% of voice and messaging customer interactions. IntelePeer has automated over 500 million customer interactions since inception. One customer fully automates more than 60 million inbound interactions a year and achieves over 75% self-serve and call containment rates.

Source

MicrosoftProductionEvidence: Medium65/100

IntelePeer: Automating Customer Service with Microsoft Azure OpenAI Service

Use case typeCustomer service automationUpdated Apr 18, 2024

IntelePeer, a communications automation platform provider, integrated Microsoft Azure OpenAI Service into its Communications Automation Platform and SmartAgent virtual assistant. The integration embedded OpenAI GPT to automate customer interactions and improve operational efficiency while creating a faster, easier customer experience.

Organization: IntelePeer
Industry: Tech & Comms
Location: United States
Published: April 2024

Reported outcomes

500,000,000 interactions

customer interactions automated overallAutomation & deflection

+80%voice and messaging customer interactions automated60,000,000 interactions/yearinbound interactions automated for one customer75%self-serve and call containment rate

Strategic outcomes

Customer experience & trustFaster, easier customer experienceCost efficiencyImproved operational efficiency

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Voice and messaging customer interactions automated: 80% increase

IntelePeerApr 18, 2024Press releaseExplicit claimMedium evidence strength

fully automating more than 80 percent of voice and messaging customer interactions

Normalized claim

Customer interactions automated overall: 500,000,000 interactions

IntelePeerApr 18, 2024Press releaseExplicit claimMedium evidence strength

Since its inception, IntelePeer has automated over 500M customer interactions across voice, messaging and digital channels

Normalized claim

Inbound interactions automated for one customer: 60,000,000 interactions/year increase

IntelePeerApr 18, 2024Press releaseExplicit claimMedium evidence strength

one IntelePeer customer is able to fully automate more than 60M inbound interactions a year

Normalized claim

Self-serve and call containment rate: 75%

IntelePeerApr 18, 2024Press releaseExplicit claimMedium evidence strength

achieve over 75% full self-serve and call containment rates

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

Customer: IntelePeer
Provider: Microsoft
Maturity: Production
Linked source: IntelePeer

The integration embedded OpenAI GPT to automate customer interactions and improve operational efficiency while creating a faster, easier customer experience

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer service automation
2Conversational assistants
3Voice automation

Businesses needed faster and easier customer service experiences with less manual effort across voice and messaging interactions.

IntelePeer integrated Microsoft Azure OpenAI Service into its Communications Automation Platform and Intelligent Virtual Assistant, SmartAgent.
The platform uses Azure-based generative AI to fully automate customer interactions and deliver personalized, human-like responses across channels.

Technologies

Azure OpenAI Azure AI

The company said the platform fully automates more than 80% of voice and messaging customer interactions.
IntelePeer has automated over 500 million customer interactions since inception.
One customer fully automates more than 60 million inbound interactions a year and achieves over 75% self-serve and call containment rates.

Sources & evidence1

Evidence: Medium65/100Evidence strength