IntelePeer SmartAgent is a cloud-based conversational AI platform designed for contact centers and multi-location organizations to automate inbound and outbound customer interactions. It leverages agentic and generative AI to handle communications across voice, SMS, chat, and social messaging channels, supporting both patient-facing and general customer workflows. The platform integrates with leading telephony, CCaaS, CRM, and practice management systems, and external AI services like Google Dialogflow. SmartAgent features pre-built modules for common workflows such as appointment scheduling, reminders, billing, and wait-list coordination, enabling rapid deployment and customization. Advanced analytics (SmartAnalytics) provide real-time, end-to-end visibility into every interaction, tracking key performance indicators and ensuring compliance with standards like HIPAA and PCI DSS. The solution is designed to reduce manual workload, labor costs, and hold times, while improving customer experience and operational efficiency through natural language interactions, dynamic rephrasing, and custom data augmentation. Centralized control with local flexibility allows organizations to maintain brand standards while adapting workflows to specific locations or needs.

Key Features

Agentic & Generative AI Automation Automates inbound and outbound interactions across multiple channels.

• Handles voice, SMS, chat, and social messaging
• Supports natural language and dynamic rephrasing

Pre-Built Workflow Modules Standardized modules for common customer and patient workflows.

• Appointment scheduling, reminders, billing, wait-list coordination
• Rapid deployment and easy customization

SmartAnalytics & Real-Time Reporting Comprehensive analytics for operational and experience optimization.

• End-to-end visibility into interactions
• Custom KPI tracking and compliance monitoring

Integration & Interoperability Connects with telephony, CCaaS, CRM, and external AI services.

• Integrates with Google Dialogflow and practice management systems
• API triggers and custom web service calls

Security & Compliance Enterprise-grade certifications and automated quality assurance.

• SOC 2 Type 2, HIPAA, PCI DSS compliance
• Automated assessment and sentiment analysis

Centralized Control, Local Flexibility Maintain brand standards while adapting to local needs.

• Customizable workflows per location
• Managed services for support and optimization

Benefits

Operational Efficiency Reduces manual workload and labor costs.

• Automates repetitive tasks and communications
• Decreases hold times and improves resource allocation

Enhanced Customer Experience Delivers personalized, natural language interactions.

• Improves first call resolution and satisfaction
• Supports 24/7 availability and proactive outreach

Revenue Optimization Improves recall rates and accelerates collections.

• Reduces no-shows and fills last-minute cancellations
• Drives higher engagement and conversion

Compliance & Quality Assurance Ensures regulatory adherence and consistent service.

• Automated compliance monitoring
• Actionable coaching insights for agents