Enterprise Chatbot POC Roadmap
Overview
If you are interested in setting up a proof of concept environment for Chime V5, you have come to the right place. We have gathered all of the information you would need for understanding the scope, timeline, user roles, and process of getting a POC stood up.
High-Level List of Common Steps for a POC
Phase 1
Initial application evaluation request
Your Chime V5 tenant gets created
Verify your login to Chime V5
Invite other team members to Chime V5
Test chat flow for Chime V5 in a web browser
Phase 2
Add or create FAQ content for your Chime tenant
Chat bot workflow updates - FAQ lookup, and ChatGPT integration
Optional ticketing integration
Teams Admin authorizes Chime V5 Teams app
Test chatbot experience on the Teams client
Phase 3
Deploy Teams App to a small pilot group (5 - 10 users)
Evaluate using small test plan for end users, agents, and managers
Phase 4
Apply branding to Chime V5 Teams app
Deploy to larger pilot group
Evaluate using test plan for end users, agents, and managers
Push the Chime V5 app across the organization
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:
Spreadsheet: Chime V5 Onboarding Plan using Short POC Excel Sheet.xlsx
PDF: Chime V5 Onboarding Plan using Short POC.pdf
Phase 1
Initial Application Evaluation Request
If you are interested in setting up a proof of concept test environment for Chime V5, please Request an Evaluation of Chime V5. 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 Chime V5 application from the Microsoft Teams Store and start a conversation with us.
Verify your Login to Chime V5
Once your Chime 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 to Chime 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 Chime V5
Once you have setup your Chime 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 to Chime V5, you can also get them started on onboarding using our resources for Getting Started as V5 Manager and Get Started as V5 Agent.
Test Chat Flow for Chime V5 in a Web Browser
Once you have a few people added into Chime, you can start a webchat to make sure you are able to see Chime update the Agent and Manager dashboards 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 Chime Tenant
When we create a Chime 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 Chime V5 Teams App
Once you have gone through the configuration process, a Teams Admin can make Chime V5 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 Chime V5 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 Chime V5 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.
Spreadsheet: ChimeV5_Standard_Test_Plan-Public.xlsx
PDF: ChimeV5_Standard_Test_Plan-Public.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 Chime, 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 Chime V5 and Start a Chat.
Phase 4
Deploy to Larger Pilot Group
Once you have gone through testing with a small group, you will want to test pushing the Chime V5 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.
Push the Chime V5 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 Chime V5 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 Chime V5.
