New Integration with Google Cloud Contact Center AI


Mitel recently announced an integration with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers. The solution integrates with partners like Mitel that customers already work with for easy integration into their systems.

Key features of Mitel’s integration with Contact Center AI include a combination of capabilities that businesses of any size can use to offer smarter, more personalized interactions, and ultimately a more intelligent customer experience.

AI-powered virtual agent – enabling customers to self-serve with the help of an intelligent chatbot equipped with product and service information.

AI-powered agent assist – enabling a customer enquiry to be easily transferred to a live agent with full context of the virtual agent conversation and continuous AI support to provide the agent with real-time research and coaching.

AI-powered analytics – providing another layer of intelligence and offering valuable insight companies can use to enhance their offerings and elevate the customer experience.

See the full article here.

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