AI Service Desk Chat
for Microsoft Teams
Chime V5 helps employees get support inside Microsoft Teams with AI answers, live agent handoff, ticket creation, and service desk reporting.
Try Chime V5 on Teams
Chime V5 has been awarded Microsoft 365 Certification. Only 4% of apps have met the certification requirements.
Chat resolves issues twice as fast as email
Response Time
Chat Service - 49 Sec
Email - 2 Hours
Resolution Time
Chat Service - 1.3 Days
Email - 2.8 Days
Customer Satisfaction
4.8 out of 5.0
Microsoft 365 App Certification
Reviewed by Microsoft for security, compliance, and data handling. Only 4% of 1,400+ apps in the Microsoft Teams Store have this.
What this certification means
ChimeV5 is a Microsoft 365 Certified App. Out of 1,400+ apps in Microsoft Teams Store only 4% have this. This means that your company will have the assurance and confidence that data and privacy are adequately secured and protected when the app is introduced to your Microsoft 365 platform through Microsoft Teams and is fully backed by Microsoft. This Microsoft 365 Certified app has been reviewed by Microsoft against industry standards and controls for security, compliance, and data handling practices. More Information
“Our first-call resolution rate increased by 85%, and our issue resolution time dropped significantly using chat, where issues that had been taking 24 hours to resolve are now being closed in under 5 minutes.”
85%
Improve resolution
AI Chat Service Desk for IT and HR
Chat in Real Time
Connect employees with help desk agents using Microsoft Teams.
Chat using a custom web chat client that can be deployed to websites - including SharePoint.
Add Self-Service + AI
Add Files and FAQs + AI into your help desk 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)
Deploy Quickly
Add agents and managers.
Install the V5 app to all end users from Microsoft Teams Store.
Where help desk managers can monitor all activities
See manager features
Features
Everything your service desk needs inside Microsoft Teams
Chat, reports, custom web chat, and workflows, all in one place.
Microsoft Teams Chat Integration
Simplify support by leveraging chat service 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
Collect user feedback and ratings
Create tickets with your ticketing systems
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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 including ticketing integration with JIRA, SolarWinds, ServiceNow, BossDesk, and Invgate.
Build charts and reports
Visualize crucial data in various formats such as bar, line, or pie charts, adding insights to your support.
Export reports
Easily export your Chime reports to CSV format, enabling efficient data sharing and further analysis in your preferred spreadsheet applications.
Categorize reports
Categorize your Chime reports, streamlining organization and allowing for quick access to relevant insights.
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Custom Web Chat For Help Desk
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
Deploy chat to your school or university and quickly resolve common questions and issues.
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How it Works
From workflow to resolved chat in five steps
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, Invgate, SolarWinds, Jira ticketing systems and more.
Improve response time and resolution time with self-service chatbot powered by AI.
Pipeline actions
Keywords, language, entities extraction
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 to agent
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.
Custom JavaScript action
Ensure tailored user experience, to accommodate specific needs and requirements while enhancing the overall functionality of your chat pipeline.
More actions
Call pipeline
Prompt user input
Adaptive Card
Send email
Send text message
Create ServiceNow incident
Multiple choice dialog
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2 Start a chat to get help
Start a chat from Microsoft Teams or custom web client. Capture user issues with cards and custom forms. Provide users with support without leaving Teams client.
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 Mark Chats as VIP, Customize Incoming Chat Labels and Icon
Using JavaScript, easily mark incoming chats as VIP, Warning, or Info, each with customizable text and an associated icon. This dynamic labeling system enhances visibility on the agent dashboard, applying specialized styling based on chat type to highlight priority conversations.
5 Deflect Issues, or Connect to Agent in Real Time
If the user's issue is resolved through AI and Azure Cognitive Services, the conversation is marked 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.
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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.