Mitel AI Ecosystem

The first generation of artificial intelligence (AI) solutions required an intense amount of people-led training of machine language models, often resulting in professional services engagements that outstripped the value of technology. With Generative AI technologies, the market is experiencing a democratization of AI where the large language models (LLMs) are self-trained. This unlocks GenAI-driven transactional models that enterprises can easily adopt and implement.

Mitel has a long history with AI, starting with our partnership with Google CCAI back in 2018. AI has come a long way in 8 years and Mitel is focused on delivering practical innovation with AI solutions that drive productivity and business ROI for hybrid communications. With an ecosystem of homegrown and Mitel Technology Partner apps, we deliver a range of solutions from GenAI infused AI virtual agents, assistants and insights to powerful agentic AI workflows that automate tasks and business processes.

Mitel’s AI-powered Virtual Agent and Agent Assist solutions bring the benefits of AI to customer service for a better experience from the first “Hello”. Mitel brings together leading AI and CX technology to help you lower costs, increase customer satisfaction, and improve the agent experience—all in an easy-to-deploy, low to no-code solution.

Give customers instant answers 24/7 with AI chatbots/voicebots that reduce wait times and lighten agent workloads. Provide accurate, consistent answers with agent copilots that assist live agents with voice, chat, and email interactions using AI built on your knowledge base for smarter, faster customer service.

Workflow Studio accelerates innovation by enabling custom GenAI-powered workflows that enhance customer engagement and team collaboration. Through GenAI plugins, partner APIs, and Mitel’s API framework, organizations can implement AI-driven solutions – like guest info lines, automated help desks, language translation, and knowledge summarization – tailored to specific industries. It also reduces the workload on staff by automating routine tasks and common inquiries.

Recording Insights AI is an integrated component of Mitel Interaction Recording providing deeper business insights using GenAI data analytics. Frontline CX Agents and Supervisors drive deeper understanding of customers interactions at a click of button. Smooth data transfer to AI engine, transcribe in 100+ languages, visualize insights with powerful dashboards and reports, and gain summarization, sentiment detection and customizable questions leveraging a built-in GenAI engine.

This powerful telecare appointment and video consultation solution allows patients to schedule Healthcare appointments using AI infused scheduling assistant.  Doctors and health providers can identify potential ailments from patient records, capture the transcription of the appointment conversation and integrate to patient electronic health records.

Driving the maximum guest service experience in a cost constrained industry is fundamentally important to keeping your hotel, resort or hospitality business vibrant and profitable. Whether delivering simple attendant guest services experiences from a defined set of outcomes or a full Generative AI discovery, interaction and booking experience, Mitel and its partner Poly AI have a solution for you. Discover customer-led voice assistants to automate common customer support transactions, such as customer identification and verification.

Mitel’s Channel Partner base are there to serve and assist their customers. But sometimes things go wrong and its it time to Support. Mitel’s GenAI Tech Assistant enables channel partners to rapidly find answers to issues by searching Mitel’s vast document and resource center to answer questions and resolve issues when time is of the essence.

Streamline both inbound and outbound customer interaction workflows by integrating Airmeez intelligent virtual agents that enhance customer engagement and assist agents in real-time for a seamless, efficient customer-agent engagement ecosystem.

Using Mitel CX AI-powered chatbots and agent assist, Healthspan was able to: 

• Automate digital product inquiries while improving CSAT and delivering a more consistent customer experience.
• Achieve an 88% AI resolution rate by the end of the first month.
• Increase customer satisfaction by 3%.