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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.

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

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"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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