Mitel Agent Assist
Mitel Agent Assist is a web-based assistant powered by Google Cloud Contact Center AI and built as an extension to Mitel Virtual Agent.
What Mitel Agent Assist is
Mitel Agent Assist is a web-based assistant powered by Google Cloud Contact Center AI and built as an extension to Mitel Virtual Agent. It monitors conversations between customers and virtual agents. When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and provides the interaction history. It also offers suggested responses to the live agent in real time. Mitel says the Virtual Agent and Agent Assist can give company-sanctioned answers to repeated questions that comply with legal requirements, and describes the assistant as a way to help train new agents and personalize customer interactions. The solution is aimed at contact centers that use virtual agents for routine inquiries and want guidance for human agents handling more complex interactions. Mitel describes its contact center AI capabilities as including automated assistance, analytics, real-time coaching, and advice for agents. Its analytics use natural language processing and machine learning for real-time insight into customer preferences. Agent Assist works with Mitel Virtual Agent, which in turn works with Mitel MiContact Center Business. Pricing is available by contacting sales.
Good
- Provides live agents with virtual-agent conversation history
- Suggests responses to live agents in real time
- Supports company-sanctioned answers to repeated inquiries
- Includes analytics for real-time customer preference insights
Watch out
- Currently available in English only
- Requires Mitel MiContact Center Business with Virtual Agent
- Requires a Google Cloud project and Dialogflow Enterprise Edition
- Pricing is available on request
Who it suits
It may suit contact centers that use virtual agents for routine inquiries and want support for agents handling complex conversations. Mitel directs prospective customers to sales or a certified partner for help selecting a solution.
Verdict
Mitel Agent Assist is designed to support live agents when virtual agents cannot resolve a customer inquiry. Before considering it, contact centers should account for its platform and Google Cloud requirements, English-only availability, and pricing on request.
Plans and prices
From Mitel Agent Assist's own pricing page, checked 8 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Mitel Agent Assist | Priced on request | Pricing not stated; contact sales |
The facts
Each one read from Mitel Agent Assist's own pages, with the date it was checked.
What it does
- Agent training
- Mitel says Agent Assist can help train new agents and add a personalized touch to the customer journey.checked 4 Oct 2026
- AI provider
- Mitel Agent Assist is powered by Google Cloud Contact Center AI.checked 8 Oct 2026
- Analytics
- Mitel says GenAI analytics use natural language processing and machine learning to provide real-time insight into customer preferences.checked 4 Oct 2026
- Consistent answers
- Mitel says Virtual Agent and Agent Assist provide consistent responses to repeated inquiries that are sanctioned by the company and compliant with legal requirements.checked 4 Oct 2026
- Consistent responses
- Mitel says its Virtual Agent and Agent Assist provide company-sanctioned responses to repeated inquiries that comply with legal requirements.checked 8 Oct 2026
- Contact center AI
- Mitel describes contact center GenAI capabilities including automated assistance, advanced analytics, real-time coaching and intelligent advice for agents.checked 4 Oct 2026
- Feature availability
- Mitel’s December 2025 integration guide states that Google deprecated Article Suggestion and FAQ Assist, existing profiles could be used until April 1, 2026, and the Agent Assist button would remain disabled because the functionality was deprecated.checked 8 Oct 2026
- Google Cloud requirement
- The integration guide says customers need a Google Cloud Platform project with Dialogflow Enterprise Edition and a Mitel service account.checked 8 Oct 2026
- Intended users
- Mitel presents the solution for contact centers seeking to handle routine inquiries with virtual agents and guide human agents on complex interactions.checked 4 Oct 2026
- Language limitation
- Mitel’s system engineering guide says Agent Assist is currently available in English only.checked 8 Oct 2026
- License requirement
- The integration guide says customers need Mitel CX Digital Agent licenses for users responding to chats handed off by the virtual agent.checked 8 Oct 2026
- Live agent handoff
- When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and gives them its history.checked 8 Oct 2026
- Live handoff
- When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and provides its history.checked 4 Oct 2026
- Omnichannel context
- Mitel describes customer journeys spanning phone, email, SMS, web chat, social media and in-person communications.checked 4 Oct 2026
- Pricing availability
- The official Agent Assist page directs visitors to contact sales and does not state a product price.checked 4 Oct 2026
- Product role
- Mitel Agent Assist is a Google Cloud Contact Center AI-powered assistant and an extension to Mitel Virtual Agent.checked 4 Oct 2026
- Purpose
- Mitel Agent Assist is an extension to Mitel Virtual Agent that monitors conversations between customers and virtual agents.checked 8 Oct 2026
- Sales and support
- Mitel directs prospective customers to contact sales or find a certified Mitel partner for help selecting a solution.checked 4 Oct 2026
- Security statement
- Mitel states that its solutions support encryption, data residency controls and audit logging, and that AI-driven analytics operate within established security frameworks.checked 4 Oct 2026
- Suggested responses
- Agent Assist monitors the conversation and provides real-time suggested responses to the agent.checked 8 Oct 2026
- Training
- Mitel describes Agent Assist as useful for training new agents and adding a personalized touch to the customer journey.checked 8 Oct 2026
Where it runs
- Browser access
- Mitel’s integration guide states that Chat Overlay is supported in modern browsers through mobile and web access.checked 8 Oct 2026
- Platform dependency
- Mitel’s integration guide says Agent Assist requires MiContact Center Business Release 9.2 SP1 or later.checked 8 Oct 2026
The company
- Company founding
- Mitel says Michael Cowpland and Terry Matthews founded the company in 1973.checked 4 Oct 2026
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