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IntelePeer Launches SmartAnalytics to Deliver Real-Time Insights for Conversational AI Customer Interactions

IntelePeer’s new SmartAnalytics offers real-time insights and detailed conversation analysis to improve customer support and reporting. It helps teams track trends and make data-driven decisions.

2 min read
Customer support

IntelePeer Launches SmartAnalytics to Improve Conversational AI Customer Support and Reporting

Dania Beach, FL – May 12, 2025 – IntelePeer, a provider of end-to-end Conversational AI platforms, has introduced SmartAnalytics, a new suite of reporting and insight tools that captures every interaction between customers and AI or human agents. This solution is available to all SmartAgent and SmartOffice customers, offering a detailed way to analyze customer communications and improve support outcomes.

SmartAnalytics includes an Interaction Explorer that helps users search and track trends in customer conversations. It also offers self-service business intelligence features to customize analysis according to specific needs and provides real-time insights that can be shared across the organization.

What SmartAnalytics Brings to Customer Support Teams

  • Performance Assessment Dashboard: This dashboard presents key metrics such as call containment rates, transfer rates, and interaction durations. It enables quick performance reviews and helps identify areas where conversational workflows or AI responses can be improved.
  • Advanced Interaction Analysis: The Interaction Explorer records and transcribes full conversations, whether managed by AI, live agents, or both. Support teams can filter interactions by metadata and search transcripts for specific keywords or phrases to gain deeper insights.
  • Data-Driven Decision Making: Near real-time monitoring provides visibility into important performance indicators. Users can create and customize dashboards to conduct specific analyses, supporting faster and more informed decisions.
  • Seamless Integration and Data Sharing: Data can be exported and integrated into existing business intelligence systems. SmartAnalytics supports Snowflake Share and Snowflake Reader Account features for secure collaboration across departments.

Frank Fawzi, CEO of IntelePeer, emphasized the importance of comprehensive data in enhancing customer interactions. “Analytics requires a complete data set across the entire communications path that only IntelePeer can deliver. Our platform’s real-time data uncovers hidden patterns and helps businesses personalize customer experiences at scale,” he said.

Supporting Tools and Technology

SmartAnalytics operates on the Snowflake AI Data Cloud, which connects IntelePeer’s technologies and provides a secure, scalable foundation for data management. This integration offers customer support teams a clearer view of user activity and improves insight quality.

Jim Lundy, CEO and Lead Analyst at Aragon Research, noted, “Advanced analytics empower companies to respond quickly to market shifts and customer needs, driving innovation and sustainable growth.”

About IntelePeer

IntelePeer helps businesses and contact centers reduce costs, improve customer experience, and speed up return on investment through its Conversational AI Platform. The platform automates voice and digital customer service with human-like interactions and integrates easily with existing enterprise software.

For more details about IntelePeer and SmartAnalytics, visit www.intelepeer.ai.

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