Mitel Partners with Talkative to Integrate Cutting-Edge AI Solutions into Contact Centers

On November 11, 2024, Mitel, a leader in business communications, expanded its partnership with Talkative, an AI customer service provider, to enhance its contact center solutions with advanced generative AI (GenAI) capabilities. This collaboration aims to streamline workflows and improve customer experiences by automating up to 90% of product-related inquiries with precise, human-like responses.

Modern contact centers face significant challenges, including difficulties in hiring and retaining skilled personnel as well as responding to complex customer queries 24/7 across various channels. The integration of Talkative’s AI tools into Mitel’s contact center offerings allows organizations to engage customers through multiple platforms such as live chat, virtual agents, SMS, and video calls. This flexibility helps meet the evolving demands of customers.

The new AI features empower businesses to automate routine questions by utilizing existing product and support information. Companies can create customized AI knowledge bases that train virtual agents for intent-based conversations, promoting self-service options. This not only enhances operational efficiency but also frees up human agents to focus on more complex issues. Tools like AI Agent Assist and real-time translation are available through Mitel’s MiContact Center platforms, ensuring that agents can deliver faster and more accurate responses.

Also Read: BearingPoint Launches Persona Engine to Enhance Customer Experience

Key features of this integration include multilingual AI virtual agents that understand customer requests better, enhanced live chat and video calling capabilities, and comprehensive analytics for continuous improvement in customer experience. Healthspan, a Mitel client, has reported a remarkable 90% resolution rate after implementing these solutions, highlighting the effectiveness of the partnership.

Martin Bitzinger, senior vice president of product management at Mitel, stated that enhancing their partnership with Talkative adds significant value to their contact center offerings and strengthens their AI ecosystem. Felix Winstone, CEO of Talkative, stated that their partnership with Mitel will enhance customer interactions and efficiency while driving efficiency and loyalty.