By 2020 Customer Experience is expected to overtake price and product as the key differentiator used by customers to influence their brand, product and service decisions.
Responding to this reality, Mitel has partnered with Google to deliver new AI-driven customer experience capabilities across all Mitel core contact center solutions, including its cloud-based MiContact Center.
With a traditional chatbot, a contact center team is responsible for predicting what their customers are going to ask, and painstakingly scripting each interaction. With Mitel/Google’s AI solution, the customer is connected directly to your company’s knowledge base, shifting chatbot implementation time from months to days.
Using NLP – natural language processing – Mitel’s intelligent customer experience solution understands what your customers are saying, chatting or texting – without requiring specific phrasing – and a virtual agent responds in real-time whether a human agent is available or not.
Whenever the virtual agent reaches a question or situation it cannot handle alone, it can involve a human agent in the conversation, feeding its conversation details directly to that agent.
Leveraging machine learning, the AI solution will continue to observe the customer-agent interaction, suggesting relevant options or content to the agent and monitoring which responses come to a successful conclusion. This real-time coaching from AI Agent Assist enables more accurate, more responsive follow ups and an improved customer experience.
This Mitel video explains how the technology…
- Uses the virtual agent chatbot and AI analytics to respond to common customer needs
- Stays with each call, SMS or chat to find the best information for each customer
- Learns what works and what doesn’t to improve future interactions
- Simplifies agent workflows with smart virtual agent assist
Ready to improve the experience of your customers with AI? Contact TCI today: (703) 321-3030 or firstname.lastname@example.org.