Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)
In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with them while handling a large volume of tickets, especially complex queries involving long-standing issues or cases transferred from another agent.
In such scenarios, being able to access Zia's generative AI capabilities from the Desk mobile app can be highly beneficial in helping agents manage daily support challenges. The following Zia features are available for tickets and IM chats in both iOS and Android apps:
- Summarize tickets and threads
- Generate ticket and chat replies
- Create other content, like emails, announcements, and invitations
- Refine messages
- Translate replies
Summarize and translate ticket replies (iOS and Android)
Zia can summarize the contents of threads and tickets to give a concise, simple, and easy-to-understand overview that helps agents understand the context of the conversation. Agents can also regenerate the summary and translate it in their preferred language.
Generate ticket replies (iOS and Android)
Zia can draft relevant and user-friendly responses after analyzing customer queries. These replies can also be regenerated and translated into different languages that Zia supports. Agents also have the flexibility to refine any content they've generated or select specific content that needs to be modified based on length and tone.
Create content other than ticket replies (iOS and Android)
They can even create content other than ticket replies, like emails, invitations, announcements, community posts, and promotional content, by entering a prompt detailing their needs.
Generate and refine chat messages in IM (iOS and Android)
Using Zia in IM chats allows agents to generate quick, relevant, and ready-to-use replies because it can understand the context and tone of the messages the customers send. This helps agents speed up their response time and consistently maintain the accuracy of all outgoing messages.
Agents can also refine and rephrase both the Zia generated replies and manually drafted replies. These refined messages can also be regenerated to modify the tone and length or translate it into different languages supported by Zia.
These features are now rolled out to all users across the EU, IN, AU, and US data centers.
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