Future-Proof Communication with Mitel Interaction Recording Insights AI

Contact centers generate enormous amounts of communication data in daily customer interactions through phone calls, online meetings, or chats. This data is a valuable source of information that often goes unused. In most cases, only two to three percent of this data is reviewed for quality or compliance. This is still done manually, which is time-consuming and error-prone.

Insights AI, developed by ASC Technologies for Mitel Interaction Recording (MIR), offers an automated solution for these manual processes. By leveraging advanced AI technologies, MIR Insights AI enables comprehensive AI-based analysis of all communication data. The AI identifies patterns and keywords that indicate compliance risks, assesses the quality of customer interactions, and provides actionable business insights.

How AI Revolutionizes Customer Experience in Contact Centers

In the contact center industry, customer satisfaction is crucial. A poor experience can lead to customer churn and negative reviews, significantly damaging a company’s reputation. MIR Insights AI offers an innovative solution to identify these potential threats.

The AI analyzes communication data and measures agents' adherence to scripts. It identifies calls with negative customer sentiment and recognizes customers at risk of churning. These insights allow contact center staff to intervene effectively and efficiently, optimizing the customer experience and service quality.

Additionally, the AI detects inappropriate language and behavior. It automatically categorizes calls, such as those with personal data or credit card information. Furthermore, the AI can generate automatic interaction summaries and action items, equipping agents with the tools to act in a service- and customer-oriented manner. All these features help increase efficiency and ensure a superior customer experience.

Using AI to Ensure Compliance and Minimize Risks

Most businesses must comply with industry and government regulations or face serious consequences. None more so than in the finance sector, where compliance and risk management are paramount. Financial institutions must meet legal and regulatory requirements like BAFIN/EBA, DORA, FINRA, and MiFID to avoid fines and reputational damage. MIR Insights AI offers innovative solutions that address these concerns.

The AI ensures that all required disclaimers are stated during a call. It automatically categorizes calls as regulated or non-regulated and identifies calls containing personal data. Calls containing PCI-DSS sensitive information, such as credit card details, are also flagged. This automation minimizes human error and ensures compliance requirements are met.

Automated Quality Management in Contact Centers with AI

Effective quality management (QM) is essential for the success of any contact center. MIR Insights AI revolutionizes the QM process by enabling automatic quality evaluation of all calls.

Supervisors can comprehensively evaluate their agents by creating scorecards with AI questions, adherence phrases, and patterns. This automatic evaluation provides objective results and an overview of 100 percent of calls, compared to the usual two to three percent of calls evaluated manually. The insights gained can be used to create meaningful dashboards and reports, continuously improving the contact center's quality.

Secure Data Hosting in the Cloud with Microsoft Azure

Another essential feature of MIR Insights AI is secure data hosting in the cloud with Microsoft Azure. Azure offers top-notch security and compliance features to protect your data and meet legal requirements.

Your data remains sovereign in the designated Azure region, meaning it is not used for training or enriching OpenAI models. Azure also employs integrated, responsible AI mechanisms to detect and mitigate harmful uses. All data processing occurs exclusively within the secure Azure infrastructure, ensuring maximum data security.

AI: The Key to Future Market Success

MIR Insights AI offers a comprehensive solution for analyzing and utilizing this data, particularly for the contact center industry and financial institutions. Companies can employ AI to gain deeper insights, improve customer experience, automate compliance processes, and achieve effective quality management. The secure data hosting solution in Microsoft Azure, which is fully controlled and secured against misuse, protects your data. MIR Insights AI is the key to transforming and optimizing customer and employee workflows.

AI is becoming increasingly indispensable for companies, especially their contact centers. Only those who efficiently evaluate their communication data will remain competitive and lead the market in the future.

Learn more about Mitel’s AI Ecosystem >