July 11, 2025
AI Steps Into the Supervisor’s Chair: Intermedia Unveils Real-Time Coaching for Contact Centres
Intermedia Cloud Communications has introduced AI Supervisor Assist, a new AI-powered tool that gives contact centre supervisors the superpower of real-time insight and intervention while calls are still in progress. Designed to help leaders guide their teams more effectively in the moment, AI Supervisor Assist provides live sentiment analysis, instant conversation summaries, emotional tone detection, and real-time transcripts.
It’s part of the company’s broader vision for intelligent, AI-driven customer engagement, powered by its proprietary Intermedia 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. This advancement merges supervisor duties, addressing in-progress calls and assessing post-call interactions, enhancing overall customer satisfaction and optimising contact centre operations.”
Integrated directly into the Intermedia Intelligent Contact Center, AI Supervisor Assist gives supervisors a live command centre. Through a single dashboard, they can monitor real-time customer sentiment, flag rising issues, and instantly jump in to support agents through whisper coaching, message prompts, or even by joining the call. This immediacy allows managers to solve problems before they escalate and to coach agents during the moments that matter most.
Boosting Performance and Customer Satisfaction
This release follows closely on the heels of AI Agent Assist, which supports frontline agents during calls with live sentiment feedback, AI-surfaced knowledge suggestions, and automated call summaries. Together, the tools create a closed-loop system for intelligent, data-driven customer support, where both agents and supervisors benefit from contextual, real-time insights that enhance performance and customer satisfaction.
With AI Supervisor Assist, contact centres can:
- Improve customer outcomes by catching and resolving issues mid-call
- Support agents in real time with AI-generated transcripts and conversation highlights
- Lower recovery costs by heading off complaints or negative experiences early
- Accelerate coaching with instant feedback and post-call performance metrics
The system also works in tandem with AI Agent Evaluator, which flags calls based on specific keywords or behaviours, then delivers a structured analysis including talk time ratios, emotional tone shifts, and other key metrics—offering a streamlined approach to coaching and quality assurance.
The tool is also part of Intermedia’s SPARK AI portfolio, a suite of capabilities built to enhance every stage of customer interaction. From AI-generated call and voicemail transcripts to redacted compliance-ready summaries, Intermedia’s platform is an all-in-one solution, eliminating the need for third-party AI patchwork.
The AI Supervisor Assist offers a high-margin, in-demand solution that enhances operational efficiency, strengthens customer relationships, and supports hybrid and remote teams with confidence.
