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.
"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
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