You can now escalate support from chat (webchat or Teams chat) to Teams meetings. Which enables screen sharing for more complex technical issues.

Here's a detailed breakdown of each stage:

• User Initiates Self-Service

  • First point of contact

  • User attempts to solve issue independently

  • Typically involves FAQ sections, knowledge bases, or automated troubleshooting guides

  • Reduces load on support staff

  • Available 24/7

• AI Provides Assistance

  • Chatbot or AI system engages if self-service insufficient

  • Handles common queries and basic troubleshooting

  • Uses natural language processing to understand user issues

  • Can access knowledge base and provide solutions

  • Collects relevant information before potential human handoff

• User Connects to Live Agent

  • Triggered when AI cannot resolve issue

  • Seamless transition with context preservation

  • Agent receives full interaction history

  • Handles complex issues requiring human judgment

  • Provides personalized support

• Agent Creates Teams Meeting Link

  • Used for issues requiring visual demonstration

  • Enables screen sharing and real-time collaboration

  • Better for complex technical support

  • Allows multiple participants if needed

  • More personal than chat interaction

• User Joins Teams Call

  • Direct video/audio communication

  • Screen sharing capabilities

  • Real-time problem resolution

  • Recording options for future reference

  • More efficient for complex explanations