Over his four decades in technology, Frank Fawzi has seen multiple waves of innovation. However, witnessing recent advances in AI and the resulting opportunity for business growth, he says, “I’ve never seen anything this large and this rapid.”
At IntelePeer, a leader in the communications automation platform (CAP) market, he is tapping into that opportunity. IntelePeer has 2,500 customers in industries ranging from healthcare and financial services to education and retail. The goal: optimize their customer interactions by voice, text, and more.
We jumped on generative AI in late 2022, and we’ve developed a whole set of capabilities our customers can use to improve automation and self-service rates.
They created their AI Hub and Data Hub, which has enabled IntelePeer clients to reach 85% self-service rates—meaning their customers can resolve their issues without needing a live agent. “Just 24 months ago the best we or anyone else was able to do was maybe 30%, 35%,” Fawzi says.
Appreciating that his passion for “creating great products that improve business outcomes” aligns well with IBIT, he joined the IBIT Advisory Board in 2024.
I’ve always believed that technology has to serve a purpose, and IBIT has a mandate to serve a combination of business, technology, and students and learning all in one.
In addition to Fawzi’s board service, IntelePeer is an IBIT industry partner. Their first project for Temple faculty and students involves IntelePeer and one of its healthcare customers. The business challenge is aimed at using AI to improve the quality and efficiency of the customer’s patient communications. Tens of thousands of patients could benefit, and Fawzi values the chance for real-world impact.
We have a collaborative triangle to explore how our technology and IBIT’s smart people can lead to value for the patient population and our customer,” Fawzi says. “I can see a lot more projects like this in our future.
