AI Chat Service for IT, Sales and HR Integrated with Microsoft Teams

AI chat service to index files, search FAQs, route to agents, and connect with your ticketing application

Response Time

Email - 2 Hours
Chime - 49 Sec

Resolution Time

Email - 2.8 Days
Chime - 1.3 Days

Customer Satisfaction

4.8 out of 5.0

Our Customers

ChimeV5 Customer: Reader's Digest logo ChimeV5 Customer: Nationwide logo ChimeV5 Customer: Hexaware logo ChimeV5 Customer: IBM logo ChimeV5 Customer: Ternium logo ChimeV5 Customer: EML logo ChimeV5 Customer: Ricoh logo ChimeV5 Customer: Union Pacific logo ChimeV5 Customer: Solarwinds logo ChimeV5 Customer: Avantor logo ChimeV5 Customer: Idaho Dept. of Labor logo ChimeV5 Customer: Cognizant logo ChimeV5 Customer: Alaska Airlines logo

Improve resolution

Our first-call resolution rate increased by 85%, and our issue resolution time dropped significantly, where issues that had been taking 24 hours to resolve are now being closed in under 5 minutes.

Global Pharmaceutical, Director of IT Support Services

AI Chat Service Desk for IT and HR

Connect employees with helpdesk agents using Microsoft Teams.
Chat using a custom web chat client that can be deployed to websites - including SharePoint.
Add FAQS and AI into your helpdesk chat workflow to assist with employee self service agents and deflect chats.
Create FAQ content, and search content based on keywords extraction (powered by Azure AI)
Add agents and managers.
Install Chime V5 to all end users from Microsoft Teams Store.

Where Help Desk Manager Can Monitor All Activities

Features

Simplify support by leveraging Chime's features without ever leaving the familiar Microsoft Teams client.

  • Install via Microsoft Teams App Store

  • Push to your employees using a Team policy

  • Collect data from users using custom forms built with Adaptive Cards

  • Search FAQ or knowledge based articles

  • Collect user feedback and ratings

  • Create tickets with your ticketing systems

Microsoft Teams Chat Integration

Reports

Metrics, SLAs, and KPIs are important! Build charts and reports using conversational chat data from users, interaction with FAQs, and agent routing. Gain insights into agent performance, ratings, and aggregate data to optimize your support processes.

  • Visualize crucial data in various formats such as bar, line, or pie charts, adding insights to your support.

  • Easily export your Chime reports to CSV format, enabling efficient data sharing and further analysis in your preferred spreadsheet applications.

  • Categorize your Chime reports, streamlining organization and allowing for quick access to relevant insights.

Create a custom web client using the drag-and-drop interface for Microsoft Adaptive Cards, while having the flexibility to enhance your design with advanced CSS and JavaScript capabilities.

  • Add custom JavaScript and CSS

  • Drag and drop Adaptive Cards elements

  • Custom form and actions

  • Access chat and system variables

Custom Web Chat For Help Desk

How it Works

1 Design and build help desk chat workflow

Build a custom chat workflow designed specifically for your organization's requirements, featuring seamless integration with ServiceNow, Jira ticketing systems and more.

Improve response time and resolution time with self-service chatbot powered by AI.

  • Automatically identify languages, entities, and keywords from user interactions. Gain deeper insights into your conversations and leverage this information to optimize your chat pipelines, for more personalized and efficient user experience.

  • Connect with a live agent directly from the chat pipeline. Ensures smooth transition for users needing additional assistance, providing real-time support while maintaining the context of their conversation.

  • Ensure tailored user experience, to accommodate specific needs and requirements while enhancing the overall functionality of your chat pipeline.

    • Call pipeline

    • Prompt user input

    • Adaptive Card

    • Send email

    • Send text message

    • Create ServiceNow incident

    • Multiple choice dialog

Pipeline actions

Service desk application that allows users to chat on Microsoft Teams and Web chat

Start a chat from Microsoft Teams or Chime custom web client. Capture user issues with cards and custom forms. Provide users with support without leaving Teams client.

2 Start a chat to get help

3 Leverage AI and Azure Cognitive Services For Agents Productivity

Language Translation

Built-in language translation to help agents to effortlessly communicate with users across different languages.

Entities Extraction

Identify key information from a given context, enabling quicker data processing and informed decision-making.

FAQ / Knowledge Base Lookup

Match user queries with relevant information from your knowledge base. Providing accurate and helpful answers fast.

4 Deflect Issues, or Connect to Agent in Real Time

If the user's issue is resolved through AI and Azure Cognitive Services, Chime marks the conversation as deflected (resolved.) If not, users can seamlessly connect with a live agent on Microsoft Teams, continuing the same conversation. All conversation logs are stored, providing valuable insights and data for analysis.

More features

To get support for a feature you need or to get a feature request, please reach us out from support@instant-tech.com

Power BI

Leverage the reporting API to integrate with Power BI, enabling access to advanced data visualization.

Office 365 Auth

Secure access with Azure AD Office 365 authentication. Ensuring seamless and reliable single sign-on.

Text Resources

Crate template messages and dynamic variables for personalized and efficient response that adapt to user needs.

FAQ Articles

Create, organize, and maintain articles that address common questions. Empower users with instant access to resources.

CMS

Create custom data structures with custom properties. Tailor your information architecture to meet unique requirements.

Dashboards

Real-time, high-level data visualization to monitor performance, track key metrics. Create custom dashboards.

Let us help your team improve your Microsoft Teams service desk.