Zia
FAQs: Answer Bot in SalesIQ Chat and Zobot Platforms
Prerequisites What does Zoho Desk Answer Bot do in a chat experience? Answer Bot helps end users find answers from a bot trained on the articles available in the portal’s Knowledge Base (KB) module. It is intended to provide self-service answers from ...
FAQs: Intelligent Document Processing (IDP): Generate KB Articles from Ticket Conversation
Overview What does Knowledge Base Generation? Is Knowledge Base Generation the same as summarizing a ticket? Does the feature create an article from every ticket automatically? Configuration and availability Who can configure the Generative AI ...
FAQs: Predict Picklist Field Values Using Field Predictions
What is Zia's Field Prediction? Support agents handle a wide range of activities as part of their routine, and when they receive high volumes of requests from various channels, ensuring every detail is accurately entered during ticket creation ...
FAQs: Anomaly Prediction for Incoming and Outgoing Tickets
Overview What does anomaly prediction monitor? Zia monitors changes in the volume of incoming tickets and outgoing responses. It compares today’s actual activity against the trend it predicts from the previous 30 days. A meaningful surge or drop is ...
FAQs: Zia Auto Tags
Zia Auto tags overview What are Zia Auto Tags? Zia Auto Tags are AI-generated ticket labels that help support teams consistently group similar issues without requiring an agent to read every ticket and choose tags manually. Zia analyzes ticket ...
FAQs: Zia-Generated Thread-Level Keywords for Tickets
Understanding thread-level keywords What are Zia-generated thread-level keywords? Thread-level keywords are AI-generated terms that summarize the main subject of each incoming customer response in a ticket. They help an agent understand how the ...
FAQs: Zia's Capabilities
What is Zia, and what role does it play in Zoho Desk? Zia is Zoho Desk's AI-powered assistant designed to help support agents deliver better customer service. It achieves this by automating repetitive tasks and providing intelligent insights that ...
FAQs: Zia Deluge Assistant bot
What is the Zia Deluge Assistant and how does it enhance custom function creation? The Zia Deluge Assistant is an AI-powered option that generates Deluge scripts based on user prompts. Instead of manually writing and debugging code, users can simply ...
FAQs: AI-powered Workflow Automation with Zia Actions
What are the key benefits of using Zia Actions in workflows? Faster ticket handling - Automatically extracts details like order number, purchase date, or product type from a customer’s email and fills them into the ticket. For example, if a customer ...
FAQs: Ticket to Article
1. How to convert a ticket to an article? Only users with the permission to set up Zia can enable the Article Generation feature. Once enabled, users who have permissions for both Tickets and Knowledge Base modules can use the feature to convert ...
FAQs: Zia agents
1. What are Zia agents? Zia agents in Zoho Desk are AI assistants that manage certain actions in the support tickets. Zia agents can perform tasks such as: Drafting and sending human-like responses to common queries. Documenting resolutions for ...
FAQs: Zia Generative AI
Understanding Generative AI Which ticket tasks can the AI-powered services help agents complete? The services help agents understand ticket context, identify customer emotion and communication style, condense lengthy conversations, draft or refine ...
FAQs: Zia Dashboard
Access and Enablement What is the Zia Dashboard used for? Zia Dashboard provides visual dashboards for analyzing support operations. It is part of a larger system (implied to be a customer support platform) and can help businesses understand and ...
FAQs: Answer Bot
Understanding Answer bot What is Answer Bot? Answer Bot is an AI assistant that searches an information repository for the best-fit information needed to address a question. It is designed to return a direct answer instead of requiring a customer or ...
FAQs: Zia powered by ChatGPT and ChatGPT for Zoho Desk extension
How is Zia's integration with ChatGPT useful for my business? The power of generative AI (ChatGPT) coupled with Zia's capabilities can bring a spectrum of benefits to the customer support processes in businesses Contextual responses to tickets: Zia ...