Quickly connect employees with your service desk directly from Microsoft Teams. Route service desk requests to live agents, provide self-service and FAQ lookups before contacting live agents.

Build a better service desk by providing real time chat services, access simple or complex chat workflows, and leveraging FAQ and KB content to resolve common problems and questions, such as:

• Route to Agent: Route to your service desk agents, access agents with priorities, connect to agents who has access to additional tools and common replies, and build a better service desk.
• Chat Workflow: Provide route to agent functionality and access custom chat workflows to search FAQs,
• Integrate with Azure Cognitive AI services (keyword detection), and access service desk workflows using live chat. Chat workflows may use adaptive cards, search FAQs, or provide custom routing.
• FAQs and CMS: Create custom FAQs and knowledge base content to provide self-service options and deflect common inbound questions.
• AI Services: Leverage Azure AI and layer AI services such as keyword lookup, summary, and other Azure OpenAI services such as ChatGPT and custom models.
• Security and Data Control: Connect to your corporate Azure AI instance including your custom model and enterprise data