Overview

Chime V5 is an AI-powered tool designed for handling employee issues through chat. This service desk solution employs a combination of AI, FAQs, and chat routing to facilitate smoother resolutions.

The tool is integrated with Microsoft Teams and Office 365, streamlining the process of solving issues via chat and routing them to suitable agents, thereby enhancing help desk performance.

Users can create FAQs, update chat workflows, track activity and generate comprehensive reports. The chat features are engineered to mimic the capabilities of ChatGPT, assisting in answering questions effectively.

Chime V5 also has the functionality to build custom chat clients, and features ticketing integration capabilities. Apart from these features, the tool also provides multi-language service desk options and allows the use of Office 365 credentials for internal help desk authentication.

It can be installed as an end-user application.

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Chime V5Initial

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Initial release

June 9, 2023

Initial release of Chime V5.

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Paid

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$1,800/year

Billing frequency

Yearly

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Pros and Cons

Pros

Employee chat service

FAQs creation

Chat routing

Workflow management

Activity tracking

Report generation

Microsoft Teams integration

Office 365 integration

ChatGPT mimic

Custom chat clients

Ticketing system integration

Multi-language support

Office 365 internal authentication

End-user application

Dashboard for management

Real-time response

Fast resolution time

User feedback collection

Data from custom forms

FAQ search features

Conversational chat data insights

Customizable web client

Adaptive Cards support

CSS and JavaScript support

Self-service chatbot

Language, entities, keywords extraction

Seamless agent connectivity

Custom JavaScript action

Language translation

Entities extraction

Knowledge base lookup

Deflect issues, connect to agent

Conversation logs storage

Power BI integration

Office 365 auth

Dynamic text resources

FAQ articles module

Custom data structures (CMS)

Custom dashboards

Template messages

View 35 more pros

Cons

Limited to Microsoft ecosystem

Necessitates Office 365 authentication

No independent web interface

ChatGPT implementation imitation

Requires installation for users

Customization may need coders

Steeper learning curve for admins

Limited description of multi-language support

No explicit mobile application

Dependent on Teams ideal workflow

View 5 more cons

Q&A

What is the main purpose of Chime V5?

Chime V5 is designed primarily as a service desk tool utilizing chat functionality to manage and resolve employee issues. Employing a blend of AI, FAQs, and chat routing, Chime V5 aims to facilitate seamless resolutions.

How does Chime V5 integrate with Microsoft Teams?

Chime V5 deeply integrates with Microsoft Teams, enabling users to deliver support within the Microsoft Teams environment itself. The tool can be installed across all end users from the Microsoft Teams Store.

What AI technologies does Chime V5 use?

Chime V5 utilizes AI technologies for various functionalities such as mimicking the capabilities of ChatGPT-3 in answering queries effectively, enabling keyword, language, entities extraction powered by Azure AI, and providing AI-assisted self-service to users to deflect chats.

What is chat routing in the context of Chime V5?

In the context of Chime V5, chat routing refers to directing incoming chats to the appropriate agents or departments to ensure issues are effectively addressed. This process is supported by AI technologies for better efficiency.

How can Chime V5 improve help desk performance?

Chime V5 enhances help desk performance by streamlining issue resolution process via chat, facilitating real-time communication between employees and the support crew. AI-assisted services such as FAQ and in-chat self-service tools enable quicker responses, reducing reliance on human agents and speeding up issue resolution.

How can I create FAQs in Chime V5?

Chime V5 provides a feature for creating and integrating FAQ documents. These FAQs can assist in service desk operations, acting as a first line of support before routing the chat to live agents, thus helping in reducing response times.

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Can Chime V5 generate reports?

Yes, Chime V5 allows for the generation of comprehensive reports. It includes the capability to create custom reports, providing insights into agent performance, chat activities, and customer feedback.

What functionalities does Chime V5 mimic from ChatGPT?

The capabilities that Chime V5 mimics from ChatGPT majorly revolve around answering queries effectively. Its chat feature is designed to operate in a similar manner, offering accurate and timely responses to users' questions.

Can Chime V5 work with custom chat clients?

Yes, Chime V5 has the functionality to build custom chat clients. This provides businesses the flexibility to create chat interfaces that align with their unique brand and customer service needs.

What is the ticketing integration feature in Chime V5?

Chime V5 is equipped with a feature for ticketing integration. It allows issues to be tagged and tracked as tickets as they move through resolution processes. The tool's integration with ticketing systems like ServiceNow, Jira and more helps facilitate a more organized and efficient resolution process.

Is multi-language support available in Chime V5?

Yes, Chime V5 provides multi-language service desk options. This feature allows service desks to provide support in various languages, enhancing their accessibility for a globally diverse user base.

How does Chime V5 help in solving employee issues?

Chime V5 handles employee issues by facilitating real-time chat communication between support agents and employees. It utilizes AI to provide rapid resolutions, helps deflect queries using self-service tools, and routes complex issues to live agents. In addition to this, it provides the option to integrate FAQ documentation into the chat workflow, providing a swift first line of support.

Can I use my Office 365 credentials to authenticate Chime V5?

Yes, you can use your Office 365 credentials for authenticating with Chime V5. The tool supports Office 365 authentication for internal help desk setup, providing a secure and streamlined sign-in process.

How to install Chime V5 as an end-user application?

Chime V5 can be installed as an end-user application directly from the Microsoft Teams Store. This makes it readily accessible to all employees within a given organization.

Can I update chat workflows in Chime V5?

Yes, Chime V5 promotes efficient workflow management by allowing users to build custom chat workflows. These workflows can be designed to match the unique service desk requirements of an organization, facilitating a smoother resolution process.

Does Chime V5 allow for activity tracking?

Yes, Chime V5 provides the option to track activity. This feature enables users to monitor chat engagements, agent performance, and overall helpdesk productivity.

Can I use Chime V5 to handle internal help desk tasks?

Chime V5 can indeed be utilised to handle internal help desk tasks. Its integration with Office 365 for internal help desk authentication allows swift and secure access for internal users.

Does Chime V5 also work with Office 365?

Yes, Chime V5 works with Office 365, enhancing the convenience for organizations using the Office 365 suite. It allows users to sign in using their Office 365 credentials, and helps improve the efficiency of support processes by integrating seamlessly with the Office 365 ecosystem.

How does Chime V5 use AI to enhance its service?

Chime V5 employs AI technologies to enhance its service desk operations. It mimics the capabilities of ChatGPT to effectively answer queries, provides AI-based self-service options and features keyword, language, and entity extraction powered by Azure AI. Additionally, it uses AI and Azure Cognitive Services to boost agent productivity.

Can I build custom chat clients with Chime V5?

Yes, Chime V5 enables users to construct custom chat clients. With a drag-and-drop interface for Microsoft Adaptive Cards, as well as options for further design enhancement using JavaScript and CSS, Chime V5 supports the creation of customized chat interfaces that cater to the specific needs and brand identity of businesses.

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