Mitel has announced the global availability of its latest AI-powered solution, Mitel Interaction Recording (MIR) Insights AI, designed to automate communication analysis and offer deeper business insights.
MIR Insights AI utilises a GenAI engine underpinned by Microsoft Azure AI Services and OpenAI foundation models. It provides customer service teams with AI-driven recording summaries and sentiment detection capabilities in over 100 languages. This functionality aims to streamline the process of analysing customer interactions, which traditionally requires manual review.
The solution was developed in collaboration with ASC Technologies and builds on Mitel's existing AI Ecosystem, a suite of solutions to enhance customer experience and organisational efficiency. It leverages secure purpose-built technology to deliver a comprehensive AI-based analysis, helping organisations identify patterns to mitigate compliance risks and gain actionable insights from customer interactions.
Among the key features of MIR Insights AI are its abilities to provide AI-driven summaries and sentiment detection. These functionalities are integrated directly into MIR's wave bar, enabling agents to quickly grasp conversation highlights and pose case-specific questions to a GenAI-powered chatbot. Further, it facilitates faster resolution times and supports ongoing training and policy development through sentiment analysis.
Visual insights are another significant feature, offering powerful dashboards and reports that present organisations with valuable, easily accessible information. Meanwhile, the compliance management aspect of MIR Insights AI focuses on minimising human error and supporting regulatory adherence, such as ensuring disclaimers are stated during calls and flagging calls with sensitive data.
The AI technology backing MIR Insights AI allows companies to search for critical keywords and patterns following a pre-defined template. This capability supports organisations in gaining more profound insights and automating compliance procedures, enhancing customer experience and quality management.
Martin Bitzinger, Senior Vice President of Product Management at Mitel, stated, "MIR Insights AI underscores Mitel's focus on practical innovation by tapping into next-gen AI capabilities to help customers increase efficiency and simplify daily activities. Customer-centric organisations worldwide use Mitel Interaction Recording daily to ensure quality management."
Bitzinger continued, "Now, with the addition of Mitel Interaction Recording Insights AI, they can benefit from the power of AI to deliver a superior customer experience while streamlining workloads for employees and compliance management. With added flexibility through Mitel's Common Communications Framework, Insights AI can be paired with our hybrid UC and CX solutions to provide real value to organisations looking to fuel success in an increasingly competitive marketplace."
Dr. Gerald Kromer, CEO of ASC Technologies AG, added insights into their partnership with Mitel, noting, "We are taking our long-standing and successful partnership with Mitel to the next level with the transformative power of AI."
"By combining Mitel's advanced communications technologies with ASC's expertise in capture and analytics, we enable companies to turn customer interactions into business insights. MIR Insights AI takes quality assurance to a new level, helping companies to increase efficiency, minimise risk and improve the customer experience," Kromer said.
