Rezolve.ai Features Explained: Expert Live Chat in Microsoft Teams and Slack

Rezolve.ai’s Expert Live Chat is a feature that blends the efficiency of AI with the expertise of human agents, all within the tools your team already uses - like Microsoft Teams, Slack, and even legacy systems.

In this article, we’ll break down how Rezolve.ai’s Agentic AI SideKick 3.0 handles routine issues autonomously, knows when to involve human experts, and delivers seamless support across platforms—without the drama.

Bridging the Gap Between AI and Human Expertise

Modern workplaces rely on instant communication. When an employee’s laptop crashes before a big presentation, they don’t want to:

1. Log into a portal.

2. Search for a “Hardware Issues” form.

3. Wait hours for a response.

They want to message someone now—preferably in the same app they use daily, like Teams or Slack. Rezolve.ai’s Expert Live Chat makes this possible. Here’s how:

• AI handles routine tasks (e.g., password resets, software installs).

• Human experts step in for complex issues (e.g., network outages, custom app errors).

• Everything happens in one place—no switching between tools.

Let’s explore how this balance of automation and human touch works.

Agentic AI SideKick 3.0 is the First Line of L1 Defense

Agentic AI SideKick 3.0 isn’t a basic chatbot. Here is what Agentic AI can solve automatically. It’s trained to resolve up to 70% of common IT issues without human intervention. For example:

Scenario 1: Password Reset

Employee: “I can’t log into my email.”

AI:

• Verifies the user’s identity via multi-factor authentication.

• Guides them to reset their password.

• Confirms access is restored.

Outcome: Solved in 2 minutes. No tickets. No emails.

Scenario 2: Software Installation

Employee: “I need Zoom installed for a client call.”

AI:

• Checks software licenses.

• Installs Zoom remotely.

• Shares a confirmation message.

Outcome: Done before the employee finishes their coffee.

How It Works?

• Natural Language Processing (NLP): Understands requests like “My Wi-Fi is slow” or “I need access to the sales dashboard.”

• Integration with IT Systems: Connects to Active Directory, HRIS, and service desks to execute tasks (e.g., provisioning access, resetting passwords).

• Context Awareness: Remembers past interactions. If an employee asks, “Where’s my ticket from yesterday?” the AI pulls up the history.

When Rezolve.ai Calls in the Human Expertise?

Even the smartest AI has limits. Agentic SideKick 3.0 knows when to escalate issues to a human expert. Here’s how it decides:

1. Complexity Thresholds

The AI assesses whether a request requires:

• Custom approvals (e.g., access to sensitive data).

• Physical intervention (e.g., replacing hardware).

• Deep technical knowledge (e.g., debugging custom software).

Example:

Employee: “The CRM keeps crashing when I export reports.”

AI:

• Runs diagnostics.

• Detects a plugin conflict.

• Flags the ticket: “Escalating to the DevOps team.”

2. User Preference

Employees can request a human at any time:

• Employee: “I’d rather talk to someone about this.”

• AI: “Sure! Transferring you to Alex from IT.”

3. Failed Resolution Attempts

If the AI can’t resolve an issue after two tries, it automatically involves a human.

Live Chat with Experts – No App Switching Required

With Rezolve.ai, employees don’t need to leave their workflow:

1. Initiate Chat: Type a query in Teams/Slack (e.g., “My monitor won’t turn on”).

2. AI Responds First: Handles simple fixes (e.g., checking power settings).

3. Escalate Seamlessly: If needed, the AI transfers the chat to a human expert.

Example Flow:

• Employee (in Slack): “I can’t connect to the VPN.”

• AI: “Let’s troubleshoot! Are you using the latest client version?”

• Employee: “Yes, still no luck.”

• AI: “I’ll connect you to Priya, our network specialist. One moment!”

• Priya (Human Expert): Joins the chat, runs remote diagnostics, fixes the configuration.

Support for Legacy Systems

For companies using older tools (e.g., ServiceNow, Zendesk), Rezolve.ai integrates live chat via:

• Web interfaces embedded in existing platforms.

• Email-to-chat bridges for employees who prefer traditional methods.

Benefits of Blending AI and Human Support

For Employees

• Instant Help: No waiting for email replies.

• No Learning Curve: Use familiar tools like Teams/Slack.

• 24/7 Availability: AI handles off-hours queries; humans step in during business hours.

For IT Teams

• Focus on High-Impact Work: Spend less time on repetitive tasks.

• Reduced Burnout: Escalation workflows prevent ticket overload.

• Better Metrics: Track resolution times, AI success rates, and common escalations.

For the Business

• Cost Savings: AI reduces the need for large support teams.

• Faster Resolutions: Complex issues get expert attention immediately.

• Happier Employees: Quick support = higher productivity and morale.

Conversational Employee Support within MS Teams

Rezolve.ai’s Expert Live Chat isn’t about replacing humans with AI. Rather, it’s about creating a partnership. AI handles the routine, humans tackle the complex, and employees get the best of both worlds, all within their favorite apps.

Key Takeaways:

• Agentic AI SideKick 3.0 resolves most issues instantly.

• Live chat with experts is a click away in Teams, Slack, or legacy systems.

• IT teams work smarter, not harder.

Transform your IT support today! Explore Rezolve.ai’s live chat capabilities or request a personalized demo.