What is Chime V5?

Chime V5 offers a sophisticated AI chat service, seamlessly integrated with Microsoft Teams, to enhance support operations for IT, Sales, and HR departments. This platform facilitates efficient communication by indexing organizational files and FAQs, enabling quick information retrieval for users and agents alike. It also provides robust capabilities for routing chat inquiries to the appropriate support personnel and integrates directly with various ticketing systems to streamline issue resolution.

By leveraging Azure AI and Cognitive Services, the system empowers employee self-service, deflecting common queries and freeing up agent time. Users can interact via Microsoft Teams or a customizable web chat client deployable on websites, including SharePoint. The service includes advanced features such as real-time language translation, entity extraction for better understanding user needs, and comprehensive reporting tools for monitoring performance and optimizing support processes.

Features

Microsoft Teams Integration: Natively integrates with Microsoft Teams for chat, agent access, and end-user deployment.
AI-Powered Self-Service: Utilizes Azure AI to search files and FAQs, enabling users to find answers independently and deflecting chats from agents.
Intelligent Chat Routing: Automatically directs user chats to the most suitable agents or departments based on predefined rules or user information.
Ticketing System Integration: Connects with popular help desk systems like JIRA, ServiceNow, SolarWinds, BossDesk, and Invgate for seamless ticket creation and management.
Advanced Reporting & Analytics: Provides detailed reports and analytics on chat volumes, agent performance, resolution times, and FAQ effectiveness.
Customizable Web Chat Client: Allows creation of a branded web chat client using Adaptive Cards and custom CSS/JavaScript for deployment on any website.
Multilingual Support: Features built-in language translation for real-time communication between users and agents in different languages.
Azure Cognitive Services Integration: Employs Azure AI for functionalities like keyword extraction, entity recognition, and intelligent knowledge base lookups.
Custom Chatbot Workflows: Enables building tailored chatbot interactions and processes using a visual workflow designer with various actions.
Office 365 Authentication: Secures access through Azure Active Directory and Office 365 authentication for a single sign-on experience.

Use Cases

IT Help Desk Support: Streamline IT support by providing quick answers from indexed files/FAQs, routing complex issues to IT agents, and integrating with IT ticketing systems.
HR Support Automation: Assist employees with HR-related queries using AI-powered chatbots, automate common information requests, and connect them to HR personnel when specialized help is needed.
Sales Support & Engagement: Provide instant responses to sales inquiries via chat, qualify leads through automated interactions, and efficiently route them to sales agents within Microsoft Teams.
Customer Self-Service Portal: Enable users to find answers to common questions 24/7 through an AI-powered FAQ search and chatbots, reducing agent workload and improving resolution times.
Internal Employee Support Hub: Offer a centralized chat-based platform within Microsoft Teams for employees to get assistance across various internal departments like IT, HR, and facilities.
Multi-Language Customer Service: Deliver support to a global user base with integrated real-time language translation features, ensuring clear communication between users and agents.
Automated Issue Ticketing: Automatically create and update tickets in integrated systems (e.g., ServiceNow, JIRA) based on chat conversations and user-provided information, ensuring proper tracking and resolution.