AI & AUTOMATION
Intelligence That Works Beyond the Conversation.
From Understanding to Action.
AI becomes valuable when it helps people make better decisions, reduces repetitive work and improves the consistency of customer operations. Our AI agents focus on three practical applications.
Turn Interactions into Usable Intelligence.
Voice and digital interactions contain information about customer needs, intentions, outcomes and service quality. Transcription, summarisation and analytical capabilities help transform those interactions into structured information that teams can review, understand and act on.
- Post-Call Transcription
- AI-Generated Summaries
- Intent & Outcome Insights
- Customer Sentiment
Better Information at the Moment of Decision.
- AI Chatbots & Handover
- Real-Time Answer Support
- Next-Best-Action Prompts
- Disposition & Follow-Up
Help People Review, Respond and Improve.
Supervisors are alerted to conversations that need attention while they happen. AI-assisted QA supports consistent scoring with evidence and reviewer oversight, and approved guidance helps agents handle customer concerns.
- Real-Time Supervisor Alerts
- AI-Assisted QA & Coaching
- Compliance & Objection Support
BUILT FOR YOUR TEAMS
Smarter Support Across Your Operation.
IRMA Insights brings intelligence into every stage of customer interaction, from understanding customer intent and supporting real-time decisions to assisting workflows, strengthening quality and informing continuous improvement.
Our approach combines AI capabilities with human expertise and enterprise systems to support more responsive, efficient and accountable customer operations.
01 — For Customers
Chatbots answer supported questions from approved knowledge, with clear routes to a person wherever judgement, complexity or empathy matters.
Capabilities: AI chatbots, agent handover, voice and digital channels.
02 — For Agents
Approved answers, next-best-action prompts and drafted follow-ups, surfaced while agents work. Provide the right context at the right moment.
Capabilities: Real-time answer support, next-best-action prompts, AI-generated summaries, disposition and follow-up assistance
03 — For Supervisors
Real-time alerts flag conversations that need attention, showing supervisors where to focus so they can respond during the interaction.
Capabilities: Real-time supervisor alerts, escalation flags
04 — For Quality Teams
Consistency at Scale. Evidence-based scoring with reviewer oversight, while quality specialists provide calibration and judgement.
Capabilities: AI-assisted quality assurance, evidence-based scoring and coaching insights.
05 — For Compliance Teams
AI highlights disclosures that may need attention and suggests approved responses to customer concerns, with people in control.
Capabilities: Compliance and objection assistance, approved guidance, reviewer oversight
06 — For Business Leaders
Intent, outcome and sentiment analysis across conversations, showing what drives your customers, agents and campaigns.
Capabilities: Post-call transcription, intent and outcome insights, customer sentiment
CONVERSATION QUALITY
Quality Measured Against Your Standards.
Every organisation defines quality differently. Our Quality Stack evaluates both human and AI interactions against your own quality rubric and explains how each score was determined, so quality teams can spot exceptions, review performance consistently and focus where it matters.
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Your Quality Framework
Assess interactions against criteria relevant to your organisation.
Explainable Assessments
Understand the reasoning behind quality scores.
Broader Review Coverage
MORE THAN STANDALONE AI
Intelligence Is More Useful When Systems Connect.
IRMA's proprietary ICX platform provides a technology foundation for customer records, interaction workflows, quality monitoring and reporting. Its integration capabilities connect customer-facing operations with the enterprise systems behind them. This foundation gives our AI the customer context it needs and connects insights to the workflows your teams already use.
Explore the ICX Platform