Mitel®, a global leader in business communications, has officially announced a partnership with Talkative, an innovative provider of AI customer service solutions to bring leading generative AI (GenAI) tools at the disposal of latter’s contact centers, centers that are already designed to help organizations simplify daily workflows and elevate the customer experience.
Before we dig any further into the given partnership, we must take into account how most contact centers of today are struggling to recruit and retain skilled staff. In case that wasn’t challenging enough, then we must mention how they are now expected to provide 24/7 responses to customers’ increasingly complex queries over multiple channels. Such a conundrum means the stated facilities can no longer just bet on human agents and rigid, pre-programmed systems.
Fortunately enough, Mitel and Talkative partnership addresses that very gap by integrating the latter’s suite of AI-driven customer service tools with Mitel’s contact center portfolio. By doing so, the companies will make it possible for a wider assortment of organizations to engage with customers how and where they prefer, including AI-enhanced live chat, virtual agents, social messaging, SMS, and video chat.
More on the given partnership would reveal how it will provide company-specific AI knowledge bases to train virtual agents, and therefore, create intent-based conversation flows that promote self-service options. Such a setup, like you can guess, may prove helpful when the agenda is to scale up efficiency and leave more time for contact center agents to handle complex requests. Apart from that, users can come expecting tools like AI Agent Assist and real-time automatic translation directly from Mitel’s omnichannel customer experience management platforms. They will also have access of solutions, such as MiContact Center Business and MiContact Center Enterprise, to ensure agents provide customers with faster, contextually aware, and ultimately more accurate responses to questions.
“Deepening our partnership with Talkative brings a new dimension to our contact center portfolio and further strengthens our AI ecosystem,” said Martin Bitzinger, senior vice president, product management at Mitel. “AI offers so much potential for companies looking to deliver exceptional customer service, but getting started can feel overwhelming. Talkative makes the power of AI accessible to any business through intuitive GenAI functionality. Now deeply integrated into Mitel’s contact center solutions, it means better customer interactions and more effective agent performance.”
Talk about all the promised solutions on a slightly deeper level, we begin from the AI virtual agents. These flexible easy-to-manage and multi-lingual virtual agents arrive on the scene bearing an ability to intelligently understand the meaning of customer requests, thus immediately improving response relevance.
Next up, there are live chat and video calling capabilities in play that allow contact center agents to leverage real-time agent chat enhanced by GenAI, and AI transcripts, for video calls that can be delivered via a website, app, or messaging channel. Complimenting the same would be a facility available for WhatsApp, SMS, and Facebook Messaging, a facility which conceives full compatibility for customer interactions via social messaging on MiContact Center Business and Enterprise.
Beyond that, customers can bank upon comprehensive AI analytics, insight reports, and various other key components to support their decision-making at every step. This includes utilizing the provided insights to help contact centers continuously improve their CX, operational efficiency, and overall performance.
An example of these combined solutions’ excellence can also be had once you consider Healthspan, a Mitel customer and one of the largest direct-to-consumer suppliers of vitamins and supplements, has already deployed them only to witness increased efficiency and improved customer care.
“Our team of 57 customer support agents handle 150,000 interactions each month, answering questions on any of our 200+ products,” said Rob King, IT Manager at Healthspan. “Our dream was to have an automated Product Expert to help us maintain a continuity of experience while delivering quicker responses. After implementing Talkative’s virtual agent with our Mitel contact center platform, our AI resolution rate rose to a staggering 90% after one month. Customer satisfaction has risen, and our agents now have more time.”
