Enterprise AI Chatbot POC Roadmap

AI chat services don’t need to be expensive or complicated. Our AI chat platform is simple to use, deploy, and extend.

We provide all of the information you may need in order to deploy a pragmatic, and quick, POC including AI chat, human handoff, and reporting (including on AI responses). Of course, integration with Microsoft Teams is out of the box.

Excel file with steps for chatbot rollout

Phase 1: Initial Setup (1 Day)

  1. Provide 'Tenant ID' to Instant and setup authorization (Read Article)

  2. Admin consent to use O365 authorization and graph API permissions (Read Article)

  3. Verify your login to Chime V5 (Watch Video)

  4. Manager: Invite other agents - assigned to all agents list (Watch Video)

  5. Deploy Chime V5 Teams App to a small pilot group to 5-10 users (Read Article) (Watch Video)

  6. Start a test chat from Teams and accept from agent dashboard (Watch Video)

Phase 2: Testing and Configuration (2-3 Days)

  1. Test chat from 'Help Center' for simple routing to agents (Watch Video)

  2. Agents accept sample chats and learn agent UI (enable\disable) (Watch Video)

  3. Manager monitors manager dashboard for activity

  4. Add additional agents - review agent lists and routing (Watch Video)

  5. Consider AI KB and FAQs to help with self service (Watch Video)

  6. Test chats from Help Center for AI and escalated agent routing (Watch Video)

  7. Consider changing default pipeline to use AI or escalated routing (Watch Video)

  8. Optional ticketing integration

Phase 3: Pilot Testing and Deployment (2 Days)

  1. Apply branding to Chime V5 Teams app (Read Article)

  2. Admin: Update initial welcome message to employees (Watch Video)

  3. Push Chime App to all employees - communicate deployment (Read Article)

  4. Pin Chime V5 to Teams sidebar (for easy access) (Read Article)

  5. Manager review dashboards and reporting - monitor usage (Watch Video)

  6. Use reports to track usage

Phase 4: Evaluation and Feedback (1 - 2 Weeks)

  1. Track employee usage via manager dashboard and reporting

  2. Evaluation AI feedback from employees using AI dashboard

  3. Create or update KB FAQs or documents based on feedback, reporting, and AI dashboard

  4. Continually review reporting, dashboards, and AI responses

  5. Review agent metrics, deflection metrics, and user adoption

  6. Convert to fully enabled subscription

For a detailed step-by-step worksheet to keep track of tasks and progress for setting up your POC, we also are providing this Onboarding Plan as a simple Microsoft Excel document (see attachment above)

Additionally, here are some additional documents we think would be helpful for understanding the structure of the chat service as you get your POC stood up.

Chat Service Stack Diagram.pdf

Chat Flow.pdf -

if you want the original Visio file, you can get that here: Chat Service Stack Diagram Chat Flow.vsdx

Microsoft 365 App Certification

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

Phase 1

Initial Application Evaluation Request

If you are interested in setting up a proof of concept test environment, please Request an Evaluation. One of our team members will reach out to you and ask for some setup questions regarding naming, tenant integration, branding, basic chat flow, and integration with ticketing systems.

Optionally, just install the application from the Microsoft Teams Store and start a conversation with us.

Additionally, you will want to start coordinating with a Teams Admin and an Azure Admin from your organization to help with app approvals and Teams app setup. For more information on that please see our Technical Onboarding Documentation page.

Verify your Login

Once your tenant is created, we will send you an email with first time login details where you can setup your Admin account on your tenant. At that point you will have access as an Admin. For more information on what you can do as an Admin, check out our Getting Started as V5 Admin page.

Invite Other Team Members to the Tenant

Once you have setup your user profile you are able to add in other members from your organization as either an Agent or a Manager. Simply navigate to the Manager Dashboard then to Manage People. From there you are able to add in a new user and they will receive an account setup email similar to the one you completed earlier.

Once you have added other team members, you can also get them started on onboarding using our resources for Getting Started as V5 Manager and Get Started as V5 Agent.

Test the Chat Flow in a Web Browser

Once you have a few people added, you can start a webchat to make sure you are able to see the Agent and Manager dashboards update with the chat session.

  • Navigate to the Agent Dashboard using the profile menu in the top right of the browser.

  • Click the Test Chat button on the left side of the page.

  • In the new window that appears on the screen start the chat session and continue through the chat until you start to route to an Agent.

  • Have someone who is set up as an Agent navigate to the Agent Dashboard and accept the chat session.

  • Once you are done with the conversation, end it from either side and then verify it gets removed from the Agent and Manager dashboards.

Phase 2

Add or Create FAQ Content for your Tenant

When we create a tenant for your organization, it will be stood up with some default FAQs that primarily cover common service desk questions that we see. You are able to utilize these out of the box, and have any incoming chat search these FAQs and try to use them to provide self-service help to the end user. You are also able to take advantage of FAQs to provide the end user custom content built for your organization by adding in FAQs, or by using our SharePoint integration to have content from SharePoint pages utilized in FAQ self service.

For more information on FAQs and our SharePoint integration, check out our pages: FAQ Articles for Your Chat Help Desk Enhanced with AI and Chat With Sharepoint Articles Within Microsoft Teams.

Chat Bot Workflow Updates - FAQ Lookup, and ChatGPT Integration

Next, we would want to make updates to the chat workflow on your POC. Every deployment is different and we will want to make sure the chat experience is perfectly tailored to your organization. Typically at this point, our team will work with you to make some tweaks to the chat workflow for an end user. To learn more about chat workflows, or to get some ideas on what we can help you achieve with the chat workflow, check out our page covering Deploying AI ChatBot Workflows to improve your IT Service Desk as well as our page covering AI Helpdesk Features.

Additionally, if you would like your Agents to receive chat notification prompts through their Teams client, you can check out these two blog articles covering Agent notifications for Teams:

Setting Up Real-time Agent Notifications with Teams Integration

Set up Chat Routing Notifications for your Agents Using a Teams Channel

Optional Ticketing Integration

If you want your end users to create a ticket with the helpdesk or follow-up on a ticket they previously opened we are able to add ticketing integration onto your. We have integration with some popular ticketing systems, such as ServiceNow, JIRA, Solar Winds, Cherwell, InvGate and are constantly adding more to that list. Let us know if you have a ticketing system that is not supported, and we would be able to add that to the list. If you have any questions or want to learn more check out our page on Ticketing Integration.

Teams Admin Authorizes the Teams App

Once you have gone through the configuration process, a Teams Admin can make the app available for the group you want to test with. Depending on how your organization is set up, there are some settings in the Teams Admin Center that would need to updated.

Here is a general guide the Teams Admin could use to locate the settings for allowing the download of the app:

  • In the Microsoft Teams Admin Center navigate to Teams Apps, then Manage Apps.

  • Manage Apps has a section of Org-wide app settings, you would need to ensure that the setting to allow third-party apps is enabled

  • Then navigate to Permission Policies, and you would need to add ‘Chime V5’ as an allowed app. From there, you may need to configure policies to allow for only this small group to have access to that app.

Here is some additional documentation from Microsoft on managing Apps and App permissions for a Teams Admin:

Overview of app management and governance in Teams admin center

Use app permission policies to control user access to apps

Test Chatbot Experience on the Teams Client

Once the Teams app has been set up for users in the initial testing stage, we will want to verify that the chatbot experience for end users fits the experience that has been configured throughout phase 2. Once tested, we can move on to phase 3.

AI chat excel project plan
ai chat project plan as pdf

Phase 3

Deploy Teams App to a Small Pilot Group (5 - 10 users)

Once you are ready to have an internal group from your organization try out the app, we would want to have the Teams Admin deploy the application to everyone in your pilot group. Once all of that is configured, some users may need to install the app on their Teams Client still. The steps to install the app for end users can be found here: How to Install the app and Start a Chat.

How to have a Teams Admin push the app to pilot groups or org-wide

Phase 4

Deploy to Larger Pilot Group

Once you have gone through testing with a small group, you will want to test pushing the app to a larger group of people to make sure that a deployment would go smoothly and can help smooth out any hiccups or small changes for end users.

How to have a Teams Admin push the app to pilot groups or org-wide

Push the App Across the Organization

After making any additional necessary changes to the end user experience, you are ready to push the app across your organization! This would once again require a Teams Admin to update permissions and app settings to get the app set up for your users. Typically, we see the app pinned to the left-side menu on Teams, or available on the “View more apps“ area of Teams. We hope this process has gone smoothly, and we are always happy to hear any feedback or feature requests once you are learning more about how users interact with the product.