Mitel has confirmed the global availability of its new speech analytics platform, Mitel Interaction Recording Insights AI.
In a nutshell, the solution fully automates the analysis and classification of recorded communications.
Generative AI (GenAI) capabilities are then used to disseminate the data into summaries, sentiment detection, and voice recording transcripts in over 100 languages.
Developed alongside ASC Technologies, the tool is also supported by Microsoft’s Azure AI Services and a selection of OpenAI Models, which are used to identify key terms, patterns, and phrases according to a predefined template.
The company believes that these features will enable customer service departments to obtain “more profound” insights, improve quality management and compliance, and boost the user’s overall customer experience offering.
In discussing the innovation, Martin Bitzinger, Senior VP of Product Management at Mitel, commented:
“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.
With the addition of Mitel Interaction Recording Insights AI, they (businesses) 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 organizations looking to fuel success in an increasingly competitive marketplace.”
So, let’s take a closer look at Mitel Interaction Recording (MIR) Insights AI and some of its benefits.
Mitel Interaction Recording Insights AI
Whether racing around Silverstone, trying to outrun a hoard of zombies, or reviewing and analyzing customer communications – speed is key.
Mitel believes that the combination of its existing call recording software with the additional GenAI features discussed above will allow the company to provide users with a faster platform that is capable of boosting efficiency and productivity.
Outside of the overall promise of speed, the tech firm also outlined the following benefits:
1. AI-driven Summary and Sentiment Detection:
MIR’s wave bar integrates AI-powered conversation summaries and action items, enabling agents to quickly grasp the key points of a discussion and ask case-specific follow-up questions via a GenAI chatbot.
Additionally, MIR Insights AI provides sentiment analysis of conversations, helping to reduce resolution times and delivering insights that enhance agent training and refine business policies.
2. Visual Insights
The platform offers dashboards and reports, giving organizations instant access to valuable data and insights.
3. Compliance Management
MIR helps reduce human error and supports regulatory compliance by ensuring required disclaimers are included during calls.
It categorizes calls into regulated or non-regulated, detects sensitive personal information, and flags calls containing PCI DSS-sensitive data, such as credit card details.
Dr. Gerald Kromer, CEO of ASC Technologies AG, also provided some insight into how the new solution will benefit users:
“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, minimize risk and improve the customer experience.
More News from Mitel
In October of last year, Mitel announced its acquisition of Unify, a leader in Unified Communications and Collaboration (UCC) and Communication and Collaboration Services (CCS), and part of the Atos group.
This move positions Mitel as the second-largest global provider of enterprise UC solutions and the top provider in the Europe, Middle East, and Africa (EMEA) region.
The acquisition also strengthens Mitel’s leadership in multi-cell DECT systems, particularly in Latin America.
