February 2024 Updates
I’d like to share a few updates from our team as well as some of the news that we are following from Microsoft.
First, we have continued to update Chime V4 and we have recently made some improvements to the way that the application tracks the agent’s presence. We are now using some recently released updates to the Microsoft Teams presence API and this may only be important if you sometimes encounter sporadic presence changes across your list of agents in Chime.
Here is the Chime V4 landing page with release notes: https://www.addchime.com/teams-release-notes.html
With Chime V5, we are continuing to add additional features around our chat pipelines, the FAQ area, AI features, and agent tools.
With our chat pipelines, we have created a modular (Orchard) approach to the pipeline service. This allows us to easily add additional pipeline actions (such as ChatPGT) and add support for additional ticketing providers (we currently support SolarWinds, ServiceNow, Cherwell, and Invgate). Our ticketing integration is designed to help deflect inbound chats by displaying active tickets, provide the agent with a list of the tickets when the agent accepts the chat, or create a ticket after the chat is completed.
Fikri provides a nice demo of some of this integration – as well as some integration with ChatGPT.
https://www.youtube.com/watch?v=wmDWstfAmsU
As some background, Chime V5 is built ‘on top of’ an enterprise CMS (Orchard) platform. We built on a CMS in order to create and manage content (FAQs, KB articles, Reports) that would be helpful as part of employee self-service. Currently, these FAQs can be used during inbound chat sessions, as well as to help create a searchable index that could be integrated with AI based services (models). The opportunity here is that a custom conversational experience can be ‘seeded’ with FAQs and the conversational experience can be improved by creating, or updating, FAQs and other content. These FAQs and KB articles can also help agents resolve questions.
Our FAQs now include the following features that we know will be beneficial:
1 FAQs can be created and stored at part of a department (your tenant). These FAQs can be searched as part of an inbound chat session and provided to agents.
2 We have created a new synchronization service to automatically index Chime based FAQs against an AI Cognitive Service. Once indexed, the content from these FAQs can be combined with a ChatGPT base model to create an excellent custom conversational chat experience. We’ve also created a ChatGPT pipeline service to integrate this functionality into chat.
3 We are also developing a SharePoint integration layer to import content from a SharePoint library into our FAQ system. Once imported, this content can also be indexed and used as part of a conversational chat experience.
Please contact us if you’d like to provide feedback, or test, this SharePoint integration feature.
Here is some information on our FAQ system: https://www.chimev5.com/ai-help-desk-faq-articles
Here is a link to our Chime V5 release notes: https://www.chimev5.com/teams-integrated-azure-ai-powered-help-desk-release-notes
Today, Microsoft announced the general available of ‘On Your Data’ which is now available in the Azure Open AI Service: https://techcommunity.microsoft.com/t5/ai-azure-ai-services-blog/on-your-data-is-now-generally-available-in-azure-openai-service/ba-p/4059514
We are using these same techniques, as well as the Azure AI service to index and overlay Chime content against common models GPT 35 and GPT-4. With Chime, we also add routing to agents, live dashboards, reporting on every chat session and interaction, and configurable chat routing. Service desk agents will also have access to these tools after they accept a chat conversation – in addition to real time language translation.
Chime V5 is available from the Microsoft Teams Store: https://appsource.microsoft.com/en-us/product/office/WA200005569
As well as the Microsoft AppSource: https://appsource.microsoft.com/en-us/product/web-apps/invitrixllcdbainstanttechnologies1588961047387.instant_chime_v5_july_2023
Please reach out with any questions or contact me with questions or feedback.
We are very interested in learning about your ideas (and strategies) around employee self-service and leveraging chat, AI, and content to help employees quickly resolve issues.
Peyton
