AI-powered Workflow Automation with Zia Actions
Zia actions in Workflows: Field Extraction and Field Prediction are opened in a phased manner and will be available only for selected users. We will soon roll it for all users. These features are supported in Enterprise edition.
Importance of AI in Workflows
Business processes are the foundation of any organization, and workflows are the pillars that uphold them and guarantee operational continuity at all times. Workflows streamline business processes by reducing redundancy and optimizing output using cost-effective measures, which ultimately improve process and team efficiency.
Workflows orchestrate a process by automating manual actions at the relevant stages that significantly reduce human intervention, freeing up people to invest time in various critical activities that require their insights.
In synergy with Artificial Intelligence, workflows operate smarter as they analyze the data to extract information, predict values, send auto-replies, and generate contextual text from ticket replies. Overall, this kind of backstage automation creates a more efficient and responsive support experience for the customers and streamlines operational activities by automating routine steps.
Zia actions in Workflow
Tickets are a goldmine of information. They consist of customers' details, such as email address, phone number, best time to reach, subscription plan, account type, along with a detailed description of their issue, service, or product of complaint.
A ticket is classified, triaged, routed, and prioritized based on these details to ensure quick appropriate resolution which is critical in terms of SLA adherence.
Zia can intercept useful details in newly created tickets and accelerate the automation flow.
Below is a typical customer service scenario where a customer has reached out to the XYZ Products Ltd. support team for an enquiry on their order.
Alex sends an email about the return of a product that was wrongly purchased a week ago. Since XYZ's website doesn't have the return policy marked-up clearly, Alex sends an email to the support team (xyz@support.com) to find out whether the product will be picked up by the company or he should courier it to the company's address.
In the email, Alex shares the transaction details such as "Date of purchase", "Mode of payment", and "Product condition". He also wants to know when the paid amount will be re-credited to his account.
As per the ticket criteria defined in the workflow configuration, the ticket enters a specific workflow. From here, Zia will analyze the ticket's content and take the following actions:
Action type | Action | Result |
Data extraction | Extract customer information and case details such as email address, contact number, best time to contact, and issue type. | - Autofill the extracted details into the relevant fields in the ticket layout. - The ticket is auto-classified as per the issue type. If a workflow for a specific issue type is created, it will be automatically applied on the ticket. |
Field prediction | Analyzes the content to identify details such as "Product type", "Mode of payment", "Product condition" etc. | Autofill the extracted details into the relevant fields in the ticket layout. |
Auto triage using field prediction inputs | Predict the case severity (eg., Critical, High, Medium) and type of support service needed (eg., L3, L2). | - Autofill the predicted severity and support level fields. - The ticket is auto-triaged and assigned to the respective team or agent based on the populated field values. |
Outcome of the above orchestration
- The speed at which things are done is significantly higher.
- Accuracy of the resultant actions is better.
- FRT and ticket reopening rates are considerably low.
- Consistent replies that follow business guidelines.
- Agent efficiency is improved as much of the routine work is taken care of by Zia.
- Improved CSAT with customers getting quick, accurate replies instantly.
- Better business outcome with processes becoming more agile and efficient.
Setting up Zia actions in Workflows
Points to remember
- Administrators can configure Zia actions in the workflows.
- Zia action is available ONLY in Enterprise edition.
- Zia actions can be configured ONLY for the Tickets module.
- Limits: These limits are only applicable to Zia automation actions and do not affect Zia native features or AI agents.
- A workflow can have a maximum of 1 type of each Zia action at a time. That is, 1 Workflow rule can have all 4 Zia actions.
- An action can be used only once in a rule.
- A maximum of 1000 executions/org/day will take place (includes all Zia actions).
Availability
- Users who have the permission for Help Desk Automation can setup Zia actions in the Workflows.
- Zia actions is supported in Enterprise edition.
Prerequisites
- Zia actions are governed by generative AI services, therefore Generative AI must be enabled before setting up the Workflow from the Setup > Zia > Generative AI. Read more Setting up Zia GenAI services
Field extraction
Zia can extract values such as email, phone number, due date, case type, product code, order number, purchase date etc from the ticket conversation and autopopulate them in the ticket. This saves time and considerably reduces the chances of missing out on important details and inadvertent errors while entering values manually.
Supported fields: Zia will identify ONLY the below mentioned fields from the email text, extract them, and auto-fill them in the respective fields. It is recommended to verify the values to ensure complete accuracy.
- Number, Decimal, Percent
- Currency, Email, Phone, URL
- Date and DateTime
Limitations:
- A maximum of 5 field values can be extracted/rule.
Some industries that can benefit from this are:
Universities and education verticals: A student sends an email seeking assistance for an issue with accessing study materials for a course.
- Zia intercepts the email, identifies the fields present in the layout, and maps them with the details mentioned in the email (eg., Exam code, Student ID, Contact number, Registration date, Admission follow-up date etc.).
- Extracts the field values from the email and auto-populates them.
Insurance and mortgage: A policy holder raises a ticket for an issue with the repayment of mortgage debt. In addition, the person wants a detailed breakdown of the overbearing associated costs.
- Zia analyzes the email and extracts the information needed to move the ticket to the next stage.
- It identifies policy holders' name, contact details, policy name and number, issue type, and description of the issue.
- Auto-fills the values in the respective fields.
- The ticket is automatically assigned to the Debt handling team in the mortgage department.
To configure Field Extraction in Workflows
- Go to Setup > Automation > Workflows.
- Click Create New Rule.
- Select Tickets Module.
- Enter Rule Name, Description, and click Next.
- Select when to Execute the rule.
- Select a Criteria, if needed.
- Under Actions, select Field extraction.
- In the Field Extraction page, do the following:
- In Text to analyze, select the fields from the placeholder in the right panel that Zia should analyze and extract values from.
- In Field and sample format, select the fields (email, phone number etc.) from the drop-down and provide a sample format (mm/dd/yyyy; 123-0000-999). Providing sample format is optional.
- Click Save.
Field prediction
Zia Field prediction and Zia Workflow action Field prediction are distinct features. The Zia workflow action based prediction does not require training.
Zia can analyze the email content, thread replies, subject, description, and several other fields available in the layout to predict values for specific fields. It evaluates the content and automatically maps the values to the most relevant field.
For example, it can analyze the description and the thread replies in the ticket to predict when the student would opt for an admission and fill the correct value in the field Admission on: "Autumn 2025 batch". Likewise, it can predict the VISA status and update the field to"Awaited" or "Delayed". If an email notification is sent to the VISA handling team, they can reach out and provide the necessary assistance.
Supported fields: Zia can predict values for the following fields:
- Picklist
- Colored Picklist
- Multi-select Picklist
What happens when both Zia Field Prediction and Field Prediction action are configured?
The value predicted by Workflow prediction will overwrite ZIa's prediction.
For example, when a ticket is received if Zia predicts the 'Problem Type' as 'Manufacturing Defect' and later the customer sends an email with more details and field prediction action analyzes the content and intercepts the 'Problem Type' as 'Faulty Device' the original predicted value will be replaced with 'Faulty Device'.
To configure Field prediction as an action in Workflow
- Go to Setup > Automation > Workflows.
- Create New Rule.
- Select Tickets Module.
- Enter Rule Name, Description, and click Next.
- Select when to Execute the rule.
- Select a Criteria, if needed.
- Under Actions, select Field Prediction.
- If the Field prediction page, do the following:
- In Text to analyze, select the fields from the placeholder that Zia should analyze to predict the field values.
- Select the Field that Zia should predict a value for.
- Select the values that Zia should predict.
- Click Save.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Zia - Field Predictions
Better customer service that eventually results in long-term engagement and builds stronger relationships with the customers is an asset that every business wants to invest in. While on the surface, customer support service may seem just about ...AI-powered Self-Service with Answer Bot
Generative AI services currently support 33 languages. Out of these, the Answer Bot feature is available in 29 languages. For a detailed breakdown of the supported languages and associated features, refer to the language support sheet. We are ...Zia Dashboard: Analyze Business Performance and Improve Decision Making
Businesses track a range of data to monitor their overall performance, make informed decisions, and improve their operations. While the type of data and its usefulness varies from business to business and their goals, some of the most common data ...Integration of Zia with OpenAI (ChatGPT) in Zoho Desk
Availability: Generative AI is accessible in Standard, Professional, and Enterprise editions. Currently, it is only opened for US, AU, EU, and India data centers in order to comply with GDPR regulations. Customers located in countries outside of the ...Zia Generative AI Integration Block
The Generative AI Block in Guided Conversations (GC) enhances chatbot interactions by enabling more natural and context-aware responses. Unlike traditional rule-based chatbots, this block allows for more flexible and intelligent handling of user ...
New to Zoho LandingPage?
Zoho LandingPage Resources