Intermedia has announced the launch of AI Supervisor Assist, a new capability designed to enhance real-time supervision within its Intelligent Contact Center platform.
The feature enables contact centre supervisors to monitor, assess, and act on live customer interactions using real-time insights powered by the company’s SPARK AI engine.
“Supervisors have always been responsible for maintaining service quality, but traditional tools keep them a step behind, only allowing them to act after the customer experience has already suffered,” said Irina Shamkova, Chief Product Officer at Intermedia.
“AI Supervisor Assist prevents this by providing actionable insights in real-time.
With this immediate visibility and upcoming AI-driven evaluations, we’re replacing random sampling with comprehensive, data-driven decision-making.”
AI Supervisor Assist offers tools such as live sentiment analysis, instantaneous transcripts, real-time summaries, and emotional tone detection to help identify issues and opportunities as they happen.
Bridging the Real-Time Gap in Contact Centres
Historically, contact centre supervision has relied heavily on call recordings, post-call surveys, or random sampling to identify areas of improvement.
While effective to a point, this reactive model has limitations as it often means that customer issues are only discovered after the damage is done and coaching opportunities are delayed or missed altogether.
Intermedia says its AI Supervisor Assist addresses this gap by providing a live operational dashboard that aggregates sentiment data, wait times, call topics, and performance indicators in real time.
Supervisors can view live transcripts with emotion cues and receive AI-generated call summaries that highlight key discussion points and tone shifts. This context enables more accurate assessments and quicker decisions.
Integration with Intermedia’s Broader AI Suite
The new tool is part of the growing SPARK AI suite, which includes a range of capabilities designed to streamline customer engagement and agent performance.
These tools are built into Intermedia’s Intelligent Contact Center, a fully integrated, omnichannel platform that combines voice, chat, email, SMS, and analytics.
Other SPARK AI features include:
- AI Call & Voicemail Transcription – Creates accurate, searchable transcripts for faster QA and compliance reviews.
- AI Interaction Summary – Automatically generates concise summaries to replace manual note-taking.
- AI Sentiment Analysis – Tracks emotional tone and identifies potential churn risks or standout service.
- AI Agent Assist – Supports agents with real-time sentiment monitoring and contextual knowledge retrieval.
- AI Agent Evaluator – Automates call review processes, providing structured performance feedback.
- AI Transcription Redaction – Removes sensitive or confidential information to support privacy and compliance.
Implications for IT Leaders and Operations Teams
For IT leaders and operations managers, AI Supervisor Assist represents a shift in how contact centre technology supports business goals.
Traditionally, IT teams have been responsible for deploying infrastructure that supports efficient workflows and reliable customer engagement – but increasingly, they are being asked to deliver technology that enables strategic value and real-time responsiveness.
By delivering these capabilities within a fully integrated, cloud-based platform, IT leaders don’t need to manage additional third-party AI tools or maintain complex integrations.
The new tool has the potential to simplify deployment, reduce technical overhead, and ensure that customer data remains secure and compliant within a single ecosystem.
AI Supervisor Assist also reflects Intermedia’s broader strategy to support its global network of over 7,500 partners – including MSPs, VARs, service providers, and telcos.
As part of the Intermedia Champions Program, partners gain access to tools like Supervisor Assist as part of a white-label-ready portfolio, allowing them to offer advanced, AI-driven solutions to their own customers without heavy investment in R&D.
A beta version of AI Supervisor Assist is currently available, with a full rollout planned in the coming months.