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Service Desk Chat for Enterprise Support

A real-time chat application integrated with a knowledge base and sentiment analysis to deliver superior employee IT support.

Real-time
Support Chat
Smart
Team Routing
High
Satisfaction

The Challenge

A leading US telecommunications provider's enterprise IT support relied on traditional email ticketing with no real-time communication capability. Employees faced long wait times for urgent issues, and support teams lacked context for efficient problem resolution.

Slow email-based support with multi-hour response times
No real-time communication for urgent issues
Support teams lacked conversation context and history
Manual ticket routing causing delays
No integration with knowledge base articles
Poor employee satisfaction with IT support experience
Service Desk Chat Interface

Our Real-Time Solution

Chat-first support platform with intelligent automation and ServiceNow integration

Real-time Chat

Instant messaging with WebSocket-based communication for live conversations

Knowledge Base

Auto-suggest relevant articles and solutions based on conversation

Team Collaboration

Internal notes, handoffs, and multi-agent support capabilities

Technology Stack

Modern real-time technologies for enterprise chat

Frontend

SignalR Client
Real-time UI

Backend

.NET Core
SignalR
WebSockets
REST APIs

Integration

OAuth

Measurable Results

Dramatic improvements in support quality and employee satisfaction

Real-time
Response Time
Instant support communication
High
Employee Satisfaction
Improved support experience
Faster
Resolution Times
Quick issue resolution

Ready to Transform Your IT Support?

Let's discuss how real-time chat and AI-powered features can revolutionize your employee support experience.

Schedule Free Consultation