Product hero

North Yorkshire County Council

A chatbot solution promised to provide the North Yorkshire County Council with a cost-effective way to offset the volume of calls and webchat requests coming into its internal IT service desk.
Download Now

The internal service desk at the County Council has around eight agents to field a variety of IT issues, from laptop requests to software assistance. It sought a chatbot solution as a way to curb the volume of routine calls and liberate agents so they could respond more thoroughly to service requests. Mitel’s Google AI-powered Virtual Agent offered the perfect solution.

The council was already using MiContact Center Business as its customer experience platform and wanted a chatbot that would integrate with the Mitel solution. Although rolling out web chat was an endeavor the team had expected to be complex, their experience was much simpler thanks to the Mitel solution.

Goals
  • Improve efficiency for the internal service desk
  • Successfully implement a chatbot solution to provide relief from the volume of calls
  • Enable agents to respond more thoroughly to complex service request calls and give more attention to high-touch requests
  • Provide service to callers outside of working hours
Results
  • IT equipment requests are addressed more rapidly
  • Quick and simple chatbot implementation
  • Employees get immediate responses to routine questions via chat
  • Employees can be transferred to a live IT agent when the Virtual Agent cannot help them
  • Agents are free to focus on complex service requests
  • The county can offer 24-7 service cost-effectively
right-quote

"Instead of building a front end ourselves, we were able to bring in Mitel’s solution and very quickly set up a Google chatbot." John Kelly Head of Data Intelligence North Yorkshire County Council

left-quote

Interested in purchasing this for your business?

Contact Sales
SIMILAR SUCCESS STORIES
Case Study
City of Subiaco

Mitel UC and Contact Center capabilities enable the City of Subiaco to meet customer service goals

Read More
Case Study
Taxi Stockholm

Taxi Stockholm needed to replace its outdated communications platform because it was developed for a world without smart phones and not nearly flexible enough to satisfy customers.

Read More
Case Study
City of Baltimore

The bustling port city of Baltimore, the 29th largest city in the US, is home to John Hopkins Hospital, the Inner Harbor Historic Seaport, and two professional sports teams. It employs almost 14,000 people across more than 60 agencies and departments.

Read More
Ready to talk to sales? Contact us.
Find a Partner +44 1291 430 000 Email Us