AI Help Desk Feature Overview

This article provides a side-by-side feature comparison of Chime V5 and Chime V4 features.

Chime V5 brings a suite of new AI driven features , more flexible chat routing, and a SAAS model to help with onboarding, configuration, and setup.

Features Chime V4 Chime V5
Employees can start chat using MS Teams when requesting help ✔ ✔
Managers can monitor all inbound chat activity using dashboard ✔ ✔
Inbound chats are routed to agents in hunt group ✔ ✔
Inbound chats are routed to agents in broadcast mode ✔ ✔
More than 30 reports for analyzing performance ✔ ✔
Agents can accept chats in agent dashboard ✔ ✔
Agents can accept chats in Microsoft Teams ✔ ✔
Chime monitors presence in Microsoft Teams for agent routing ✔  
Integration with ITSM ticketing applications ✔ ✔
Prompt for chat feedback at end of chat ✔ ✔
Reporting available via reporting API ✔ ✔
Service desks are organized as separate queues ✔  
Service desk chat routing can be defined using interview ✔  
Agents may use automatic language translation ✔  
Agents have access to standard replies ✔ ✔
Authentication via O365 for agents and managers ✔ ✔
Requires custom Azure resources for bots, VM, and DB ✔  
Web client is configurable with branding ✔ ✔
Virtual agents, or chat events, can trigger ticket creation ✔ ✔
Directline bots can proxy a chat conversation to Chime ✔ ✔
Employees can start chat using web client ✔ ✔
Available for deployment and onboarding via Microsoft Teams store   ✔
Chat routing is configured using chat pipelines and supports complex routing   ✔
AI features can be called natively in chat workflows   ✔
AI Chat summarization available on chat transcripts   ✔
Manager dashboard is configurable using widgets   ✔
Custom reports may be created without programming   ✔
Agents have access to AI chat assist and completion   ✔
Managers and admins may apply branding using media library   ✔
Workflow engine is provided for custom solution delivery   ✔
Web client includes avatar, background images, and launch settings   ✔
FAQs provided using embedded CMS - and model training   ✔
FAQs displayed using featured content landing page   ✔
Chat workflows are designed for self-service and successful deflection   ✔
SAAS model with multi-tenant configuration   ✔
CMS content (FAQs, reports, tags) can be exported and shared between tenants   ✔
ServiceNow ticketing integration ✔ ✔
Cherwell ticketing integration ✔ ✔
Jira ticketing integration ✔ ✔
SolarWinds ticketing integration ✔ ✔
Invgate ticketing integration ✔ ✔
ZohoDesk ticketing integration ✔ ✔
AI integration designed into chat workflows, reporting, and agent UI   ✔
Easily proxy chat to ChatGPT for self service   ✔
Easily proxy chat to ChatGPT using private data source (bring your own data)   ✔
FAQ system is provided for self-service and chat integration   ✔
Native integration with Microsoft Azure Open AI services   ✔
Ability to transfer between tenant/queue ✔ ✔
Can proxy a chat from V5 to a V4 queue for parallel deployment ✔
Import Microsoft SharePoint sites as FAQs ✔
Upload various file types as FAQs ✔
AI Prompt Library to track and manager AI prompts ✔
Set Content level Role based permissions ✔

Manager Features

Manager Features Chime V4 Chime V5
Display useful metrics such as ASA and waiting chats ✔ ✔
Display agent presence and status ✔ ✔
View active chats ✔ ✔
View waiting chats ✔ ✔
View history of chats for today ✔ ✔
Dashboard can monitor agent availability ✔ ✔
Manager can watch, or join, an active chat ✔
Manager can run reports and export information to CSV ✔ ✔
Manager can add agents (manage people) ✔ ✔
Can create standard replies ✔ ✔
Can update text resources and adaptive cards ✔ ✔
Can create and organize problem tags ✔ ✔
Can create outage notification (alert in V4) ✔ ✔
Can view agent metrics ✔
Manager can enable, or disable, an agent ✔
Manager can enable custom deflection settings ✔
Manager can schedule queue availability ✔
Manager dashboard is configurable and includes widgets ✔
Any report can be displayed in the manager dashboard as a widget ✔
Manager can create a custom chat pipeline with custom workflow ✔
Manager can create custom reports ✔
Manager can create custom report categories ✔
Can use CMS to create and organize FAQs for self service and deflection ✔
Create use CMS to create and organize Featured Content area ✔
Can use CMS to create custom landing pages for content ✔
Can use Adaptive Card library to organize adaptive cards ✔
Access to Media Library for branding images, FAQ content, images ✔
Can create custom workflows based on events ✔
Employees can subscribe to receive updates on outages ✔
Manager can create custom chat workflows by combining pipeline activities ✔
FAQs may be exported and shared across tenants ✔
Manager can create custom AI Prompts ✔
Manager can create useful notes ✔

Agent Features

Agent Features Chime V4 Chime V5
Agent receives notification in agent dashboard (browser based) ✔ ✔
Agent receives notification in MS Teams client ✔ ✔
Agent can accept chat in browser dashboard ✔ ✔
Agent can accept chat in MS Teams client ✔ ✔
Access to standard replies in agent chat UI ✔ ✔
Access to chat transcript in agent chat UI ✔ ✔
Language translation for agent chat UI ✔
Agent can invite another agent ✔
Drag and drop files and images using agent web client ✔ ✔
When connected to a chat, agent can view chat history ✔ ✔
Agent can view status of other agents ✔ ✔
When connected to a chat, agent can view chat metadata ✔ ✔
Agent can set status in agent dashboard ✔ ✔
Agent may use MS Teams status for availability ✔
Agents can accept multiple concurrent chats ✔ ✔
Agent can use AI assistance for chat completion ✔
Agents can run common reports ✔
Custom extensions can be added to the agent chat UI ✔
Agent can view AI summary of chat conversation ✔
Agent can view a detailed 'flow' of the chat conversation ✔
Agent can view list of open/resolved guest user tickets ✔
Ticket list for agent chat UI ✔
Custom standard replies for agent chat UI ✔ ✔

Reporting

Reporting Chime V4 Chime V5
Reports are categorized by area ✔ ✔
Reports support drill down and table display of results ✔
More than 30 reports available ✔ ✔
High value reports such as ASA, basic details, inbound, by agent ✔ ✔
Can export report data to CSV\Excel ✔ ✔
More than 90 reports available ✔
Can create custom reports without coding ✔
Reports can include session metadata - without coding ✔
Any report may be added to the manager dashboard ✔
Can create categories to group similar reports ✔
Include AI chat summarization ✔
New reports to help analyze user adoption ✔
Reports may include any custom values collected via adaptive cards ✔
Reports are managed as part of the CMS and may be moved between tenants ✔
Any report can include custom metadata added during chat pipeline ✔
Reports may be exported and shared across tenants ✔