IntelePeer SmartAnalytics is a cloud-based analytics solution designed to provide organizations with comprehensive, near real-time insights into the performance of conversational AI agents and customer interactions. The platform features customizable dashboards that highlight key metrics such as call containment rates, transfer rates, and interaction durations, enabling businesses to quickly assess and optimize their automated workflows. SmartAnalytics includes advanced interaction analysis tools, such as the Interaction Explorer, which records and transcribes entire conversations—whether handled by AI or human agents—and allows users to filter, search, and analyze interactions using metadata and transcript search. The platform supports self-service business intelligence, enabling users to create custom dashboards and metrics tailored to specific KPIs. Quality measurement and compliance monitoring are built in, with automated assessments against customizable frameworks, including sentiment analysis and regulatory compliance (e.g., HIPAA, PCI DSS). SmartAnalytics also offers seamless data export and integration with existing BI systems, including secure sharing via Snowflake, supporting cross-functional and cross-organizational collaboration.

Key Features

Performance Assessment Dashboard Provides a comprehensive overview of conversational AI and agent performance.

• Highlights key metrics: containment rates, transfer rates, interaction durations
• Enables rapid identification of areas for improvement

Advanced Interaction Analysis Delivers granular insights into customer interactions.

• Records and transcribes entire conversations (AI and human)
• Filters, views, and analyzes interactions using metadata and transcript search

Self-Service BI and Custom Dashboards Empowers users to tailor analytics to business needs.

• Create and customize dashboards and metrics
• Supports specific KPIs and business requirements

Quality Measurement & Compliance Monitoring Ensures consistent service and regulatory adherence.

• Automated assessment of interactions against custom frameworks
• Includes sentiment analysis and compliance checks (HIPAA, PCI DSS, etc.)

Seamless Integration and Data Sharing Facilitates cross-functional analysis and collaboration.

• Exports data to existing BI systems
• Secure sharing via Snowflake Share and Reader Accounts

Benefits

Data-Driven Decision Making Enables agile, informed business decisions.

• Near real-time monitoring and insights
• Rapid identification and resolution of issues

Continuous Optimization Supports ongoing improvement of AI and agent workflows.

• Granular analysis of specific interactions and outcomes
• Actionable insights for coaching and process refinement

Regulatory Compliance and Quality Assurance Reduces compliance risks and ensures high service standards.

• Automated, customizable validation frameworks
• Consistent monitoring and reporting

Enhanced Collaboration Improves data accessibility and cross-team cooperation.

• Secure, efficient data sharing across organizational boundaries
• Integration with enterprise BI tools