Mitel has partnered with ASC Technologies to produce a business analytics platform, MIR Insights AI.
Mitel has officially launched its Insights AI solution, now available for general use. This innovative tool aims to enhance business analytics by fully automating the analysis and categorisation of recorded communications, providing organisations with deeper insights and more efficient data management.
"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,” said Martin Bitzinger, Senior Vice President of Product Management at Mitel. “Customer-centric organisations worldwide use Mitel Interaction Recording daily to ensure quality management."
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, MIR 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."
MIR Insights AI utilises a built-in GenAI engine, supported by Microsoft Azure AI Services and OpenAI foundation models, which assists in searching for critical keywords, patterns, and phrases predicated on a predefined template. This intends to provide customer service professionals with AI-powered recording summaries and sentiment detection.
This tool also offers voice recording transcripts in over 100 languages, enhancing the efficiency and effectiveness of customer service operations.
More Information On MIR Insights AI
MIR Insights AI, created in collaboration with ASC, employs secure, purpose-built technology to deliver comprehensive AI-based analysis directly from Mitel Interaction Recording. Mitel stresses this enables organisations to rapidly identify emerging patterns that can reduce compliance risks, accurately evaluate customer interactions, and generate detailed and actionable business insights.
"We are taking our long-standing and successful partnership with Mitel to the next level with the transformative power of AI," added Dr Gerald Kromer, CEO of ASC Technologies. "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."
Mitel underlines that one of MIR Insights' key features is its AI-driven summary and sentiment detection. Integrated directly into MIR’s wave bar, this functionality aims to allow agents to comprehend the essence of a conversation and identify essential action items. Agents can also ask case-specific follow-up questions to a GenAI-powered chatbot, further streamlining the resolution process.
Additionally, MIR Insights AI provides a readout of the conversation's sentiment, which helps reduce resolution times and offers valuable insights for ongoing agent training and business policy development.
