Hi everyone,

We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements and examples of how they can benefit the support teams:

Response generation using Zia and ChatGPT

Zia can generate responses for agents to send to customers using data from the open-domain and from ChatGPT, knowledge base, or a combination of both. Zia will analyze the support ticket content and recommend responses based on the configured options.

Example:

• Both knowledge base and ChatGPT: If a customer asks about a particular product and Zia is unable to find the information in the knowledge base, it will use ChatGPT to generate an informed response from the open-domain.
  
  
• Only ChatGPT: For those who prefer Zia to use a broad range of knowledge, this option allows responses to be generated solely from open-domain knowledge, ideal for general inquiries.
  
  
• Only knowledge base: Companies with a comprehensive knowledge base can configure Zia to restrict responses to this content, ensuring customers receive information directly from curated resources.

GPT model selection

Users can now choose the specific GPT model Zia uses to generate responses, including GPT-3.5 Turbo, GPT-4o, GPT-4 Turbo, and GPT-4o Mini. This allows for tailored response capabilities, balancing performance with cost-effectiveness.

For example:

• GPT-4 Turbo: For support teams handling complex inquiries that require more detailed responses, GPT-4 Turbo offers enhanced accuracy and depth.
  
  
• GPT-4o Mini: For high-volume, less complex inquiries, GPT-4o Mini provides a cost-effective solution without compromising on quality.
  

Ask a Question

Agents can ask Zia about their query, and based on the configuration, Zia can fetch an answer from the organization's KB articles, ChatGPT, or both. When both options are selected, Zia will first look for an answer in the KB articles then in open-domain using ChatGPTs generative AI capabilities.  

Multi-language support

Zia supports 13 languages, including English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, and Hebrew, to facilitate multilingual support. This enables agents to provide responses to customers in any of these languages. For companies operating in multiple regions, Zia can help respond to customer inquiries in their native language to ensure better customer satisfaction across the globe.

Tone analysis and length selection

Tone of Zia’s responses can be customized to match the brand voice. Users can choose from formal, informal, diplomatic, assertive, or humorous tones and also adjust the length of the responses.

These enhancements are now live and available to users across EU, AU, US, and IN data centers. For more information on these features and how to configure them, please refer to the detailed help documentation on Zia powered by GPT.

For any questions or assistance, the support team is available via email at support@zohodesk.com, or queries and feedback can be left in the comment section below.

Thank you, and have a great day!

Regards,

Varsha P

Zoho Desk - User Education