In this Technology Reseller News podcast, Doug Green speaks with Jennifer Lee, President and Co-

Jennifer Lee

CEO of Intradiem, about how AI—particularly predictive AI—can improve agent well-being, enhance customer experiences, and reduce costly attrition in telecom contact centers.

Lee, who began her career as a telecom contact center agent, explains that the late summer season is one of the busiest times of the year. With back-to-school moves, new service activations, billing issues, and early product launches, call volumes can spike dramatically. Agents face repetitive, high-stress interactions that, over time, can lead to burnout and turnover.

“Stress compounds,” Lee notes. “Minor stressors throughout the day add up to significant fatigue, and without intervention, that can lead to true burnout.” Intradiem’s predictive AI can analyze millions of daily data points to identify when an agent is at risk, triggering automatic wellness breaks or supervisor interventions. According to Lee, agents reaching a “critical” burnout level face a 70% chance of leaving within two weeks without support.

Beyond agent well-being, predictive AI can also optimize routing, ensure customers are connected to the right resource the first time, and provide agents with real-time customer context. Lee contrasts this with poor chatbot deployments that trap customers, noting that the best AI solutions enhance the customer journey while keeping humans in complex, empathy-driven interactions.

“Technology should support humans, not replace them,” Lee emphasizes. “AI has capabilities that no other technology has had before, and when deployed thoughtfully, it can transform both the employee and customer experience.”

More information about Intradiem’s solutions is available at intradiem.com.