Case Study: North Yorkshire County Council achieves 24/7 IT support and faster service delivery with Mitel’s Google AI-Powered Virtual Agent

North Yorkshire County Council - Customer Case Study

North Yorkshire County Council, which serves over 600,000 residents, faced an internal IT support challenge: a lean team of around eight agents was handling incident tickets from some 7,000 users, leaving employees to wait on hold or submit forms for routine issues. The Data Intelligence team wanted a fast, integrated chatbot solution to reduce routine call volume, improve response times and free agents to focus on complex requests.

They implemented Mitel MiContact Center Business with a Google AI–powered Virtual Agent (Dialogflow), enabling quick chatbot deployment that provides immediate answers to routine queries and hands off to a live agent when needed. The result: faster IT equipment turnaround, agents able to concentrate on complex cases, cost‑effective 24/7 support, and a scalable foundation to extend chat services to residents and other council functions.

North Yorkshire County Council

John Kelly

Head of Data Intelligence