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Google Embraces the Contact Center: Page 12 of 21

Mitel's Hospitality Use Case of Contact Center AI

Mitel worked with MiCloud Contact Center Connect customer Acendas on its Cloud Contact Center AI prototype. Haslett demonstrated the solution, which uses all three elements of Contact Center AI, in a Next session, "AI Powered Contact Center Analytics."

To create the demo, Mitel loaded all the available information Acendas had on vacation planning and business travel planning to different destinations. The demo first showed a customer interacting with a bot to obtain some general information on a Hawaiian vacation, including picking the island that matched the caller's specifications. It then moved the interaction to a live agent, with the context of the bot interaction and ongoing agent assistance based on continuous real-time transcription of the ongoing dialogue.