Mitel Interaction Recording Insight AI

Product Overview

Mitel has launched a new speech analytics platform that leverages generative AI to automate the analysis and classification of recorded communications. Developed in collaboration with ASC Technologies and supported by Microsoft Azure AI Services and OpenAI models, the solution offers comprehensive communication insights.

Key Technological Capabilities

• Multi-Language Support: Transcription and analysis in over 100 languages
•  AI-Powered Analysis: Identifies key terms, patterns, and phrases
• Generative AI Features: Provides summaries, sentiment detection, and transcripts

Primary Benefits

1. AI-Driven Conversation Insights

• Automated conversation summaries
• Sentiment analysis
• Action item identification
• GenAI chatbot for follow-up questions

2. Compliance and Risk Management

• Automated call categorization
• Sensitive information detection
• Regulatory compliance support
• PCI DSS data flagging

3. Operational Efficiency

• Visual dashboards and reporting
• Enhanced agent training capabilities
• Workflow streamlining
• Reduced human error

Strategic Value

Martin Bitzinger, Senior VP of Product Management at Mitel, emphasizes the platform’s ability to:

• Increase organizational efficiency
• Simplify daily activities
• Deliver superior customer experiences

Leadership Perspective

Dr. Gerald Kromer, CEO of ASC Technologies AG, notes that MIR Insights AI:

Transforms customer interactions into business insights

• Elevates quality assurance
• Minimizes operational risks
• Technological Integration
• Compatible with Mitel’s hybrid UC and CX solutions
• Flexible deployment through Mitel’s Common Communications Framework