FAQS for Deploying Enterprise AI Help Desk Instant Chime V5
How do we deploy Chime V5 on our Microsoft Azure platform?
Chime V5 is an AI enabled help desk deployed as a SaaS solution. Chime V5 is hosted by Instant and supports multiple tenants without any custom Azure configuration required by the customer. Typically, each tenant will be provided a unique database instance, tenant URL, and a unique tenant administrator. Since Chime V5 includes all of the necessary Azure resources for the deployment, such as the Azure Chat Bot, and other Azure services, no custom Azure resources are required.
Chime V5 does include multiple features that leverage Azure Open AI and these settings are maintained at the root level of the Chime instance – and are inherited at the tenant level. If, for some reason, the tenant would like to provide custom settings for these values (i.e. custom Azure AI information), then these custom settings can be provided at the tenant level.
Are there any costs involved for testing or evaluating V5?
No – Chime V5 is an enterprise AI chat based help desk and does not charge for an evaluation tenant or evaluation tenant license. A custom tenant can be requested by installing the Chime V5 application from the Microsoft Teams App Store (need link) and then starting a conversation with the central Chime V5 service.
If the conversation is started using an unrecognized 0365 tenant (i.e. Chime has not registered this tenant ID yet), then a simple onboarding chat conversation will take place, an evaluation tenant may be requested, and the person making the request will receive further information on creating the evaluation.
For existing Chime v4 customers, a Chime V5 tenant will be created during your 2023 subscription period.
If we are moving to V5 how can we get the backup or similar setup of V4?
Chime V5 is a completely separate application from the earlier versions of Instant Chime. Chime V5 is a SaaS application and does not require any complex customer machine configuration or installation process.
So, customers may have both Chime V5, and Chime V4 for Microsoft Teams, active at the same time.
Chime V5 does provide an ability to ‘call’ or proxy chat conversations to a Chime V4 queue, but this is optional and is designed to help with an evaluation or mixed\hybrid environment.
The Chime V5 chat pipelines are similar to the earlier Chime V4 agent routing feature, but the new pipelines are much more robust, support complex AI enabled chat workflows, additional integration with ticketing services, and reporting. By default, several chat pipelines are automatically created during the tenant creation process and these pipelines represent a good set of production ready workflows.
The Chime V5 chat channel is a separate chat channel (bot framework instance) from any Chime V4 chat channel or instance.
Is there any downtime required for deployment, if yes then how much time is required?
No – since Chime V5 is a separate SaaS application, there is no downtime for the deployment. In fact, in order to assist with evaluations, and leverage the AI service desk features in Chime V5, these are managed as separate applications.
To assist with deployments, and evaluations, the Chime V5 application may be installed directly from the Microsoft Teams App Store. Once the application is installed, and the tenant is configured, then the V5 tenant will receive, route, and reply to conversations started using the icon\application installed on the customer’s Microsoft Teams client.
In this scenario, the new Chime V5 application can be piloted in a small group, and the existing Chime V4 application will remain in place.
Chime V5 does include an ability to proxy conversations to Chime V4 in order to assist with transitions, testing, evaluations, and maintain existing V4 deployments.
A Chime V5 can be created in less than 30 minutes and customized by the tenant administrator very quickly.
If V5 is deployed, do we need to suspend the current deployment of V4, a custom bot, or can they co-exist?
They are designed to co-exist and both instances can be active, and in production, at the same time.
The inbound IM and chat channel for V5 is managed by the SaaS deployment and is completely separate from any Chime V5 chat channel.
In Chime V5, the tenant ID of the 0365 tenant will be used to ‘map’, or route, the conversation to the appropriate SaaS tenant.
A Chime V5 pipeline activity can be configured to route conversations to an existing Chime V5 queue – based on the directline secret of the V4 queue.
What are the feature differences between the SaaS based Chime V5 and Chime V4 for Microsoft Teams?
Please see the feature comparison matrix – link here: feature matrix
What are the new features in Chime V5?
Please see the feature matrix – where we list the new features.
At a high level, Chime V5 is focused on:
- Simplified SaaS deployment to streamline installations and eliminate Azure complexity.
- Layering AI services across the chat workflow, agent UI, manager UI, and reporting areas
- Ability to create more complex chat workflows that leverage AI, content inspection, and ticketing services
- Embedded CMS to create, manager, and leverage FAQS, KBs, and other content as part of self service and agile FAQ creation
- Continually improve employee self-service and AI based deflection.
- Powerful AI services for service desk agents – with Agent AI Assist and AI Summarization
- Powerful UI for managers to create chat workflows, custom reports, FAQs, and customize their dashboard