LightBot
Agentic Workflow Orchestration for High-Velocity Lead Conversion
Seamlessly bridge the gap between AI-driven automation and human-centric contact center excellence.
The Mitel AI Chatbot Builder is an enterprise-grade orchestration platform integrated within the Mitel MiContact Center (MiCC) ecosystem. Positioned for 2026 as a premier solution for regulated industries, it utilizes a sophisticated middleware layer that connects unified communications infrastructure with high-performance NLU engines like Google Cloud Dialogflow and IBM Watson. Technically, it functions as an abstraction layer for SIP/RTP and WebRTC streams, allowing developers to map intents to complex backend workflows without re-engineering the core telephony stack. Its architecture is specifically designed for high-availability environments where 'contextual handoff' is critical—ensuring that all metadata gathered by the AI is passed to a live agent in real-time. By 2026, the platform has matured to include generative AI grounding, allowing bots to pull from private enterprise knowledge bases while maintaining strict data sovereignty. It excels in hybrid deployments, supporting both MiVoice Business and MiCloud Connect architectures, providing a unified management interface for both voice and digital virtual agents.
Maintains the full conversation transcript and state variables when transitioning from bot to human agent within the MiCC Desktop.
Agentic Workflow Orchestration for High-Velocity Lead Conversion
Turn anonymous traffic into qualified pipeline with autonomous conversational intelligence.
Omnichannel AI Chatbot Orchestration for Enterprise Automation
The intuitive no-code platform for building conversational apps and lead-gen workflows.
Verified feedback from the global deployment network.
Post queries, share implementation strategies, and help other users.
Ability to route different intents to different AI engines (e.g., Google Dialogflow for general FAQ, custom LLM for technical docs).
Uses NLU to detect customer frustration scores and triggers an immediate high-priority escalation to a supervisor.
Recognizes the user across SMS, Web, and Voice using a unified customer ID to maintain conversation state.
Executes real-time REST API calls to pull customer history before the bot greets the user.
Supports HIPAA and GDPR compliant logging, ensuring PII is redacted before being sent to third-party AI engines.
Triggers an SMS link to a chatbot session when a caller is waiting in a voice queue.
High call volume for repetitive data collection tasks during incident reports.
Registry Updated:2/7/2026
Bot offers to transfer to an adjuster if the claim exceeds $5,000.
Lack of support staff during 12 AM - 6 AM while maintaining patient care quality.
High volume of low-value transactions taxing human agents.