Tool-side Assistance
AI Assistant for troubleshooting and automation for unified communications platforms.
Tool-side Assistance from Input Output Labs delivers guided workflows, trusted knowledge, and streamlined escalations so IT teams resolve unified communications issues faster. Think of it as road-side assistance for your communication stack, quick checks, on-the-spot fixes, and a clean tow to IT when needed.
Road-side assistance for your phone system
When users get stuck, the assistant responds like a service truck: diagnose fast, fix what’s safe, and tow the rest with perfect paperwork.
Like a dispatcher call: capture symptoms, confirm the setup, then zero-in on the likely cause.
Troubleshooting for common day-to-day problems users encounter (ex. password resets and voicemail support).
How-to guides and user friendly walkthroughs for system configurations and features. Escalation support and ticket hand-off for complex issues.
What it fixes
Unified communications stacks are mission-critical, yet teams still face audio drops, login failures, and routing surprises. Tool-side Assistance from Input Output Labs centralizes trusted playbooks and safe automations so employees resolve issues without hunting through scattered documentation.
Resolve issues fast
Guided checklists for recurring unified communications incidents such as no audio, mobile login failures, VoIP device setup, and call handling errors.
Deflect tickets
Self-serve workflows collect context, confirm fixes, and reduce your Tier 1 queue before IT ever sees the request.
Right-sized escalation
When human help is needed, Tool-side Assistance packages attempted steps, environment details, and recommended next actions for the help desk.
Always up to date
Knowledge stays aligned with vendor releases and Input Output Labs playbooks, so hybrid and remote teams see the latest guidance.
How It Works
Tool-side Assistance blends Input Output Labs managed services expertise with your policies to deliver contextual support for unified communications platforms such as RingCentral and TELUS Business Connect.
Connect your knowledge to the assistant
Link vendor documentation and your internal SOPs so the assistant surfaces trusted guidance with company context.
Guide and verify
Users describe the issue in plain language; the assistant diagnoses, walks through remediation, and confirms results.
Automate repetitive tasks
Trigger safe actions like password resets, voicemail updates, or device restarts straight from the conversation.
Escalate with context
When live support is required, export a clean summary with logs, attempted steps, and recommended routing.
Key Capabilities
- Product-aware hints for end users and admins covering mobile, desktop, and desk phone experiences.
- Escalation handoff to your help desk with attempted steps, captured context, and vendor references.
- Supervisor-ready knowledge with quick links to official RingCentral and TELUS Business Connect documentation.
- Secure access with role-based permissions, SSO alignment, and auditable conversation history.
Demo
Watch a guided walkthrough of chat-led troubleshooting, automation triggers, and escalation packaging.
Use Cases
- "No audio on the mobile app" - Run device diagnostics, prompt input and output updates, and deliver tailored fixes.
- "I forgot my password" - Verify the user and trigger a guided extension or SSO password reset.
- "Calls are not routing correctly" - Walk admins through call handling, extension management, and analytics reviews, then summarize next steps with Output's knowledge base.
FAQ
Is this a chatbot or a knowledge base?
Tool-side Assistance is an action-oriented assistant that turns Output's curated knowledge into guided checklists, verifications, and secure automations.
How do you keep guidance current?
Input Output Labs reviews vendor release notes, outage advisories, and managed services insights to keep flows aligned with RingCentral, TELUS Business Connect, and related platform updates.
Does it replace vendor support?
No. It accelerates self-service for known issues and gives users confidence before opening a ticket. When live help is required, it passes a complete summary to your help desk or the vendor.
What issues does it cover out of the box?
Coverage spans feature walkthroughs, admin configuration coaching, analytics guidance, device setup, and core troubleshooting scenarios across desktop, mobile, and desk phone experiences.