Empowering Mental Health Consulting with Scalable, Intelligent Support Sol

Third-Party Integration

Microsoft AzureAI (Foundry)

Business Challenge

• Inability to manage multiple concurrent conversations
• Manual typing causing delayed responses
• Fragmented chat handling across different social media channels
• Need for fast, context-aware responses to handle critical situations
• Lack of access control for specialized AI assistance among agents

Objective

To implement a multi-channel, AI-assisted, and secured chat support system that provides rapid, empathetic responses and manages access control for sensitive AI functionalities.

Solution Architecture by Elite Tech Global

A Thoughtful Blend of Zoho SalesIQ, Zoho People, and AzureAI

Step 1: Unified Chat Handling with Zoho SalesIQ

• Centralized chats from WhatsApp, Facebook Messenger, Instagram, and Telegram
• All communications directed to a single dashboard for multi-platform management

Step 2: Role-Based Access Control with Zoho People

• Zoho People manages agent access via a custom "AI Assist Access" field.
• Agents with the checkbox enabled have the AI widget activated in their chat window.
• Unselected agents cannot use the widget, ensuring secure usage.

Step 3: AI Assist Widget - Speed with Human Oversight

• Custom widget fetches last 24 hours of chat for contextual prompts.
• Displays category, advanced prompts, and AI-suggested responses.

Step 4: Human-Verified Response Sending

• Agents review AI-generated responses for accuracy and tone.
• Upon approval, responses are sent and logged for compliance.

Results Delivered

Mental Health Chat Support Journey (Blending AI with Empathy & Security)

Step 1: A Message of Hope – Channel Entry Point

"Support begins with a simple 'Hello,' no matter the platform."

• Users initiate chats via WhatsApp, Instagram, Facebook Messenger, or Telegram.
• Zoho SalesIQ routes all messages to a unified console.

Step 2: Agent Empowerment – Eligibility Checked

"Not everyone needs the AI sword only the trained ones."

• Zoho People API checks agent eligibility for AI access upon chat initiation.

Step 3: Instant Help – AI Generates, Agent Perfects

"Fast answers, filtered through human empathy."

• Agents click the widget to fetch conversation data and AI suggestions.

Step 4: Sending Care – One Message at a Time

"Every message counts. Every word matters."

• Agents review, approve, and send AI-suggested responses, logged for quality checks.

Conclusion

Elite Tech Global successfully delivered a secure, scalable, and AI-augmented chat solution for the mental health consulting organization. By combining Zoho SalesIQ, Zoho People, and AzureAI, the client now benefits from faster responses, centralized communication management, and strict access control critical for providing responsible mental health support.