Enhancements to Zia for Emails: Custom intents

Enhancements to Zia for Emails: Custom intents

Dear All,
We're excited to tell you about our latest enhancements to Zia for Emails: custom email intents. You can now customize your own email intent categories according to your business needs.

Email is a major mode of communication for any business organization; in fact, most business communications, transactions, and customer requests or feedback are transmitted via email. Hence, monitoring emails and quickly understanding customers' intents in emails enhances the quality of the customer service your organization provides, as well as boosts customer engagement.
To help your users interpret your customers' emails more easily, we've built a host of email features powered by Zia to analyze customers' emotions and sentiments, gather personal or meeting-related details from email content, and understand an email's intent.

Custom intents for emails 

Until recently, if you had enabled email intent analysis in your organization, Zia would monitor email conversations, interpret customers' intents from them, and tag each email with one of the system-defined intents—for example, a request, query, complaint, or purchase.

However, depending on the nature of your particular business, these default intent categories may not always match your requirements. For example, if your business doesn't provide any service or product directly, then there might not be any requirement for having the "request" intent.
We've therefore enhanced the the existing email intent analysis feature such that you can add customized intent categories that are more suitable to your business requirements, in addition to the option to keep the existing system-defined intents.

How does Zia identify custom intents in emails?

To enable custom intents in your organization, you either need to train Zia with email samples or provide keywords or phrases for Zia to look for in the emails your customers send. In the backend, Zia will look for the patterns and train itself on the provided data to enhance the accuracy of the intent analysis.

If you provide keywords, without any sample email content, you can add up to five words or phrases.

On the other hand, if you provide sample emails, you can enter email content directly or upload examples from your device.

Once you provide sample data or keywords, Zia analyzes the quality of the data, processes it, and trains itself automatically to provide customer intent analysis with the utmost accuracy.

Some additional information 

For custom intents with sample data, a minimum of 25 sample emails are required for Zia to start training. The 25 sample emails can be any combination of manually entered emails or uploaded files. If you have provided fewer than 25 sample emails, you can still continue to save the custom intent, but Zia will not be able to train.

The maximum limit for sample emails is 100.
That's all for the enhancement. Read more about email intent analysis and explore the possibilities of Zia for Emails in our help doc.

Release plan 

Custom intents is being released in a phased manner. Currently, these enhancements are available for all users in the EU and US DCs in orgs in Enterprise or above editions, with a minimum of 20 user licenses. We'll keep you posted about the availability and ETA for other DCs. 

Thanks and have a good one! 

    Zoho Developer Community

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