Contact Center: Meet the Virtual Agent
Mitel and Google have Partnered
Mitel’s Contact Center is changing and changing fast. You may have heard that Mitel has partnered with Google.
Mitel and Google's Artificial Intelligence (AI) make it easy to train a Virtual Agent to automate calls and provide insightful direction for agents.
The first quarter of 2019, Mitel will be rolling out a new Cloud based overlay to Mitel’s MiVoice Contact Center Business, Enterprise, Connect and MiCloud Connect solutions, using Google’s Cloud AI to deliver Chat Bot and agent assist.
The “Intelligent Customer Experience Bot” uses the following technologies to communicate and interact with customers:
1. Artificial Intelligence (AI)
2. Machine Learning (ML)
3. Natural Language Processing (NPL)
What this means is, Google's AI will respond to a customer’s request and will use its’ own intelligence while integrated with Mitel’s Contact Center and the customer’s CRM to answer and respond to the inquiry.
If Google AI is unable to handle the request, it will direct the chat to a human agent.
Google AI will remain part of the conversation and will “learn” from the agent’s response, meaning it will retain that knowledge for future inquiries.
To learn more, simply Click Here to contact me via chat, voice, or video.
Written by: Amy Robinson - Contact Center Specialist