- Governement
- UK
- Midsize
- Hybrid
North Yorkshire County Council
A chatbot solution promised to provide the North Yorkshire County Council with a cost-effective way to offset the volume of calls and webchat requests coming into its internal IT service desk.
At a Glance
The internal service desk at the county council has approximately eight agents to field a variety of IT issues, from laptop requests to software assistance, from over 7,000 users and had implemented MiContact Center Business for it's IT Service Desk platform.
Goals
The council's Data Intelligence team was looking to make the process of handling these issues more efficiently as a way of curbing the volume of routine calls, allowing agents to more thoroughly service requests that were more complex. In addition to this, the council aimed to offer service support outside of regular working hours, with plans to extend this to county residents.
Results
The deployment of a virtual agent chatbot using Mitel's open integration with Google Dialogflow provides answers to routine questions while allowing for a seamless handoff to a human agent if needed.
The county started with the Google AI-powered internal IT service desk virtual agent that was functional in weeks. The virtual agent chatbot provides 24/7 support, faster equipment turnaround, and greater service to employees. The council then added a virtual agent chatbot and live web chat to its external website so citizens can get information on all services, request services, and submit queries after working hours.
"It was a great accelerator that we didn't have to build (the chatbot front-end) ourselves. The Mitel solution saved us a lot of time from a development perspective. We've gotten quite far quite quickly."
- Luke Morris, Graduate Data Officer, North Yorkshire County Council