Mitel has announced the global availability of Mitel Interaction Recording (MIR) Insights AI, giving customers access to fully automated analysis and categorisation of recorded communications.
Leveraging a built-in GenAI engine, MIR Insights AI gives businesses deeper business analytics with AI-powered recording summaries and sentiment detection.
Customer interactions mean modern companies produce huge amounts of communication data. While this provides valuable information, manually reviewing conversations for quality and compliance is time-consuming.
MIR Insights AI, developed in partnership with ASC Technologies, uses secure technology to provide AI-based analysis of this data directly from Mitel Interaction Recording to identify developing patterns that can mitigate compliance risks and provide actionable business insights.
MIR Insights AI is the latest addition to Mitel’s AI Ecosystem, a portfolio of AI-powered solutions that improve situational awareness, productivity, and enhanced customer experience.
MIR Insights AI benefits include AI-driven summary and sentiment detection to allow agents to sumnmarise a conversation and ask follow-up questions to a GenAI-powered chatbot. A provided readout of the conversation's sentiment can help shorten resolution times and offering valuable insights for training and business policy development.
Other features include visual insights given by dashboards and reports, alongside compliance management to help minimise human error and support regulatory compliance by ensuring disclaimers are stated in calls.
MIR Insights AI uses Microsoft Azure AI Services and OpenAI models to search for critical keywords, patterns, and phrases based on a predefined template. This allows companies to gain greater insights and enhanced customer experience.
Martin Bitzinger, Senior Vice President, Product Management at Mitel, explained, “MIR Insights AI taps into next-gen AI capabilities to help customers increase efficiency and simplify daily activities.”
“Mitel Interaction Recording Insights AI also helps streamline employee workloads and can be paired with our hybrid UC and CX solutions.”