Artificial Intelligence

Artificial Intelligence | Mitel
Features & Benefits

Artificial Intelligence

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Definition

What Is Artificial Intelligence?

Artificial intelligence (AI) is an extended member of computer science that is involved with building smart machines that are capable of duties, usually requiring human knowledge.

It is a rapidly growing technology that impacts the lives and actions of businesses and individuals. AI technology has seamlessly been integrated into business phone systems, streamlining inquiries, and providing consistent customer care. Chatbots and agent-assist technologies enable a higher capacity for small and mid-sizes businesses, allowing them to compete with larger enterprises.

Learn more about Mitel's AI Ecosystem

AI network visualization
Process

How Does Artificial Intelligence Work?

Human thought and rationality is the goal to which intelligent machines strive. Their reaction aims to be rational and comparative to a human's response. Smart algorithms make this possible.

Either a programmer or another computer creates a rule or algorithm for the AI software to identify patterns in data and act accordingly. Fast processing speed and human-like interaction is the result.

Applications

Use Cases for Artificial Intelligence

70%

AI software can assist your business with simple, routine tasks. A Gartner study reported that 70 percent of digital commerce businesses say their AI programs are "very or extremely successful." Most customers are happy to speak to a robot and even place orders if the AI assistant is equipped with the right information, showing a rise in customer satisfaction and business revenue. Examples of where your business might use AI:

AI assistants direct calls to the relevant department.

Multilingual areas benefit by having an AI assistant who can speak in different languages and direct calls to fluent agents.

Virtual agents train your staff and assess their calls AI assistants can conduct marketing calls

Data capturing by AI systems evaluate customer needs, allowing you to improve products and services.

AI technology can answer frequent inquiries.

Tracking customer needs and information so that human agents can take over a call without the client having to repeat themselves.

AI technology can detect customer sentiment and provide tips to human agents on how to handle the call, i.e., "talk slower."

Learn more about contact center AI assistants

Ready to see virtual agents in action? Explore Mitel's AI Contact Center solutions, purpose-built for enterprise customer service.

Why it matters

Benefits of Artificial Intelligence

While many are skeptical of the AI revolution, there are benefits to embracing the intelligent machines in our lives. A collaboration between humans and AI technology can streamline your business functions. With the influence of AI, your business can provide faster service, valuable insight, and analytics of callers. Your team can become more effective in their roles when client data is captured and presented to them by the time the caller reaches them. Mundane tasks and data capturing can be done for you so that team members can get on with more important projects. And this is only the tip of AI capabilities.

Healthcare · State of Workforce Communications · 2026

The same question.
Two very different answers.

2,000 IT leaders and workers in healthcare were asked what's working and what isn't. The gap between what leaders see and what clinicians experience tells the real story.

Get the Healthcare insights
97%
say better tools improve productivity
64%
of workers feel pressured to "make it work"
AI Support Gap — Healthcare
IT Leaders
64%
Workers
15%
say AI is supported "very well" — a 49-point gap
Frequently asked

Your AI questions, answered.

What is artificial intelligence (AI) in business communications?
Artificial intelligence in business communications refers to technologies that automate and optimize how organizations interact with customers and manage internal communications. AI can handle high-volume inquiries, route conversations intelligently, provide agents with real-time insights, and continuously learn from interactions to improve outcomes — all while maintaining a human-first approach when complexity or empathy is required.
How can AI improve customer service?
AI improves customer service by reducing wait times through instant responses to common questions, ensuring 24/7 availability, maintaining conversation context across channels, and escalating complex issues to qualified agents. Organizations using AI-powered solutions typically see faster resolution times, higher first-contact resolution rates, and measurably improved customer satisfaction — while agents spend more time on high-value interactions.
What is an AI virtual agent?
An AI virtual agent is software that simulates a conversational agent to handle customer interactions. Virtual agents can answer frequently asked questions, collect information, process simple requests, and determine when to escalate to a human agent. Unlike basic chatbots, sophisticated virtual agents understand context, learn from conversations, and integrate with backend systems to deliver genuine value — not just scripted responses.
What is the difference between an AI virtual agent and a human agent?
AI virtual agents handle routine, high-volume interactions — answering FAQs, directing calls, conducting outreach — without fatigue or time constraints. Human agents excel at complex, sensitive, or escalated situations where empathy and judgment matter. The most effective approach combines both: AI handles volume, humans handle value. Mitel's AI can also train staff by analyzing calls and providing real-time coaching feedback.
Can small and mid-sized businesses benefit from AI?
Yes. Chatbots and agent-assist technologies enable a higher capacity for small and mid-sized businesses, allowing them to compete with larger enterprises. AI allows smaller teams to handle higher volumes of inquiries, respond in multiple languages, and automate routine tasks without scaling headcount.
How does Mitel use AI in its communications platform?
Mitel's AI Ecosystem integrates generative AI, machine learning, and intelligent automation across its unified communications platform. This includes GenAI-powered virtual agents and agent assistants, workflow automation, interaction recording insights, and intelligent routing — all designed to work within your existing Mitel infrastructure, whether on-premise, private cloud, or hybrid. Mitel also partners with leading AI vendors to expand capabilities without lock-in. Learn more about Mitel's AI Ecosystem.
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