Today’s contact centers face growing challenges. They often struggle to recruit and retain skilled staff and are expected to provide 24/7 responses to customers’ increasingly complex queries over multiple channels. Relying solely on human agents and rigid, pre-programmed systems often falls short of these changing requirements.

With Talkative’s suite of AI-driven customer service tools now fully integrated with Mitel’s contact center portfolio, organizations can be empowered to engage with customers how and where they prefer, including AI-enhanced live chat, virtual agents, social messaging, SMS, and video chat.

The new AI-powered capabilities also enable companies to leverage automation to answer everyday customer questions. Using a company’s existing product and support information, company-specific AI knowledge bases can train virtual agents to create intent-based conversation flows that promote self-service options. This means increased efficiency and more time for contact center agents to handle complex requests.

Powerful tools like AI Agent Assist and real-time automatic translation can be deployed directly from Mitel’s omnichannel customer experience management platforms, including MiContact Center Business, to ensure agents provide customers with faster, contextually aware, and ultimately more accurate responses to questions.

Features include:

• AI Virtual Agents: Flexible, easy-to-manage, and multi-lingual virtual agents intelligently understand the meaning of customer requests, improving response relevance.
• Live Chat and Video Calling: Contact center employees can engage more quickly and effectively with customers with real-time agent chat enhanced by GenAI, and AI transcripts for video calls that can be delivered via a website, app, or messaging channel.
• WhatsApp, SMS, and Facebook Messaging: Enables full compatibility for customer interactions via social messaging on MiContact Center Business.
• AI Analytics, Insights Reports, and more: Analytics and reporting features provide data insights to help contact centers continuously improve their CX, operational efficiency, and overall performance.

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.

With GenAI tools integrated with MiContact Center Business, you can automate up to 90% of product-related customer queries with highly accurate and human-like responses. To get started, contact MABC today: Virginia (804) 273-6500, DC/MD/NOVA (240) 658-8889, North Carolina (910) 550-1001, or info@mabc.com.