We’ve developed an employee help deskself service application that is deployed using Microsoft Teams.  Typical scenario is that an employee is bumping into a problem (printer, vpn, av in a room, license to use software) and they start a chat to route to their service desk.   Since the employee starts the chat using MS Teams, our app has known information for the employee, their previous chat history, and our app can provide suggestions, connect to conversational chat AI, or route to a service desk agent.

We are starting to see more employees request help using a mobile device (iOS).  It’s a small %, but we expect to see this continue to grow.  We are also seeing examples where a picture of the issue is provided by the mobile device.  Currently, about 75% of inbound chats are coming in via MS Teams on Windows, but about 5% are mobile (mostly iOS).

https://www.chimev5.com/how-to-build-a-chat-based-self-service-platform

​We’ve developed an employee help deskself service application that is deployed using Microsoft Teams.  Typical scenario is that an employee is bumping into a problem (printer, vpn, av in a room, license to use software) and they start a chat to route to their service desk.   Since the employee starts the chat using MS Teams, our app has known information for the employee, their previous chat history, and our app can provide suggestions, connect to conversational chat AI, or route to a service desk agent. We are starting to see more employees request help using a mobile device (iOS).  It’s a small %, but we expect to see this continue to grow.  We are also seeing examples where a picture of the issue is provided by the mobile device.  Currently, about 75% of inbound chats are coming in via MS Teams on Windows, but about 5% are mobile (mostly iOS).  https://www.chimev5.com/how-to-build-a-chat-based-self-service-platform   Read More

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