FAQs: ZIA Generative AI - Insights (Sentiment, Tone, & Key Topics)
ZIA Insights
1. What are Zia Insights in ticket properties?
Zia Insights in ticket properties is a functionality that provides useful information about ticket conversations by highlighting three key elements:
- Sentiment: Displays the overall emotion associated with a ticket conversation, helping agents quickly assess the customer’s mood. The sentiment is categorized into three types: positive, neutral, and negative. To make it easy to identify, Zia uses icons and color codes: green represents positive sentiment, orange indicates neutral, and red signals negative sentiment.
- Tone: Reveals how customers express their sentiments by identifying the tone of their communication, which could be Frustrated, Formal, or Appreciative. This helps the agents understand the emotional state more accurately and respond with empathy.
- Key topics: Identifies the main issues or concerns mentioned in a ticket by highlighting key terms such as product names, issue types, and other relevant details to give the agents context of the ticket conversation before they review it in detail.
2. What is the difference between sentiment and tone?
| Sentiment | Tone |
| Sentiment reflects the overall emotion of the conversation using icons and colors. | Tone reveals the communication style of the customer. |
Indications:
| Indications:
|
| Often indicates their satisfaction or dissatisfaction with the service or product. | Helps agents understand how the customer conveys their message, letting the agents respond in a matching tone for a more personalized interaction. |
3. How can agents access Zia insights in a ticket?
To access Zia insights in a ticket:
- Navigate to the Tickets module.
- Open the required ticket.
- In the Ticket Detail page, go to Ticket Properties.
- Click Zia insights to view the sentiment, tone, and key topics of the conversation.
4. Does Zia only provide insight for the ticket subject and description, or the entire conversation?
Zia analyzes the entire ticket conversation, including the subject, description, replies, and threads, to make sure that the sentiment, tone, and key topics reflect the context of the complete interaction, and not just the initial message.
Ticket summary
1. What is ticket summary?
Ticket summary provides a concise overview of the conversation by highlighting the key details into bullet points. Instead of reading through multiple conversations, agents can quickly grasp the main points, saving time and improving efficiency. From the ticket summary, agents can also:
- Tailor the summary by selecting specific conversation's phrase as per your preference.
- Regenerate the summary for improved clarity.
- Translate it into any of the 15 languages supported by Zia, so that agents can have barrier-free communication with global customers.
2. Does Zia summarize the entire ticket conversation?
Zia summarizes 30 recent conversations in a ticket. Agents can also choose specific conversations they want to include in the summary :
- Number of conversations
- Incoming
- Outgoing
- Forwarded
- Public comment
- Private comment
3. Can Zia summarize tickets that contain conversations in multiple languages?
Yes. Zia supports 15 languages, and agents can translate the summary into any of these languages. This let the agents understand and respond effectively, regardless of the ticket's original language.
If a ticket contains conversations in multiple languages (e.g., two replies in English and two in French), Zia will generate a single summary in the language the agent has requested for.
4. Is there a minimum word count required in a ticket conversation for Zia to generate a meaningful summary?
Yes, Zia Ticket Summary requires each conversation to have at least 50 words to be included in the summary. If a conversation doesn't meet this minimum, it will be excluded. However, any longer conversations within the same ticket will still be summarized.
5. Can agents regenerate a summary multiple times?
Yes, agents can regenerate the ticket summary multiple times. To generate a ticket summary:
- Click on the ticket from the ticket module
- Click on the Summary.
The agent can select the number of conversations the ticket summary should summarize and whether the type of conversation is incoming, outgoing, forwarded, private comment, or public comment.
Thread summary
1. What is thread summary?
Thread summary highlights the key points from lengthy customer and agent conversations within a ticket. Instead of reading through detailed or multi-issue messages, agents can quickly grasp the most crucial information in a concise format.
For example, if a customer shares multiple issues related to a recent purchase in replies or threads instead of a single email, thread summary will extract the essential details, helping agents understand and address the concerns more efficiently.
2. How is thread summary different from ticket summary?
Ticket Summary | Thread Summary |
Covers the entire ticket conversation. | Focuses on a single thread within the ticket. |
Provides a high-level overview of the conversation flow. | Highlights key points from a specific discussion or update. |
Ideal for understanding the full context of the ticket. | Ideal for quickly grasping a particular issue or follow-up. |
Displays summary in easy-to-consume bullet points. | Summarizes each message in a single line. |
Requires at least one conversation with 50+ words. | No fixed limit, but the thread should be detailed enough to summarize meaningfully. |
3. Is thread summary generated using multiple threads?
No, a summary is generated for individual threads. Zia will not summarize all the thread conversations or comments. However, agents can select each thread and summarize them individually.
4. Can I regenerate the summary for the same thread?
Yes, you can regenerate a thread summary. Threads support regenerating the summary multiple times and translation.
Reply assistance
1. What is reply assistance?
Reply assistance helps agents draft responses to customer queries by using the information available in the Knowledge Base articles. When a customer reports an issue, Zia analyzes the query and generates a relevant response using the most suitable KB content. It also provides a direct link to the referenced article for easy access.
If relevant KB articles are not available, the Zia can use the open domain (only if ChatGPT is selected as a Generative AI service) to generate a response. Agents can regenerate the response to adjust the tone, length, or language, or copy and modify it as needed.
2. How does the reply assistance switch between KB and open-domain data?
Reply assistance can generate content using either Zia or ChatGPT depending on the Generative AI service configured in the account. If ChatGPT is selected as a service, Zia can either generate a reply using KB or open domain.
Reply assistance prioritizes Knowledge Base (KB) articles when generating responses. It first analyzes the customer query and searches for relevant KB content. If it finds a matching article, uses the KB information to draft the response, and provides a direct link to the article.
If no relevant KB articles are available, Zia uses ChatGPT to fetch data from the open-domain (only if the ChatGPT has been configured and not for ZIA Gen AI configured accounts). It generates a personalized response using publicly available information. The response clearly indicates whether it is generated based on KB or open-domain data, for the agents to know the source of the content.
3. Can an agent modify or regenerate the response?
Yes, agents can edit and regenerate the responses to match the following options:
- Adjust the tone: Formal, Informal, Diplomatic, Assertive, or Humorous.
- Change the length: Short or Long.
- Translate into different languages to suit the conversation.
Additionally, agents can copy the response and edit it manually for further customization before sending it.
4. Does the reply assistance personalize responses with customer and agent names?
Yes, the reply assistance personalizes responses by automatically including both the customer’s and agent’s names to create a more tailored and conversational interaction, making the response feel more genuine and customer-centric.
Generate content
1. What is the generate content?
Generate Content helps agents create custom content on demand using prompts. It enables agents to generate non-troubleshooting communication, such as invitation emails, client follow-ups, announcements, or promotion emailers.
Agents can enter a prompt (e.g., "Generate an invitation email for the upcoming sale"); Zia will craft relevant content using information from the Knowledge Base (KB) and open domain data (depending on the configured GenAI service). Agents can then modify the prompt, regenerate the content to adjust the tone and length, or use the generated content directly as a response.
2. Can agents generate content in multiple languages?
Yes, agents can generate content in multiple languages by specifying the desired language, clicking the translate icon, and selecting the language. Zia will regenerate the same content according to the desired language.
3. What is the difference between reply assistance and generate content?
Reply assistance and Generate Content both help agents to create responses, but they work differently.
Reply assistance is designed for customer support responses, using Knowledge Base (KB) and open domain data to draft replies for tickets . It simplifies technical jargon into customer-friendly language and automatically includes customer and agent names for a personalized touch.
In contrast, Generate Content is ideal for custom content creation based on agent prompts.
- For example, using Reply Assistance: Personalized, KB-backed, customer-friendly response.
The agent clicks Reply Assistance → The system pulls information from the Knowledge Base (KB), detects it’s an email delivery issue, and suggests a draft like:
“Hi [Customer Name], thanks for reaching out! This usually happens if the email address is incorrect or if there’s an issue with SMTP or SPF/DKIM settings. Please check the address or let us know if you need help setting up authentication. Best, [Agent Name]” - Using Generate Content: General-purpose content generation, not auto-personalized or tied to customer context.
The agent types a prompt: “Generate a detailed explanation on how SPF and DKIM work in email delivery.”
The system generates a custom writeup, not tied to a specific ticket or customer:“SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) are email authentication methods that help prevent spoofing. SPF verifies that the sending server is authorized, while DKIM adds a cryptographic signature to ensure the message hasn’t been altered…”
Writing assistance
1. What is writing assistance?
Writing assistance helps agents refine and improve their responses by modifying specific sentences and adjusting the tone, length, and language to suit the context better. For example, agents can keep the email formal but add a casual closing with a festive wish in the customer’s regional language.
Additionally, writing assistance includes content analysis to evaluate the quality of the response by doing spell check, grammar suggestions, readability scores, and clarity insights for an error-free and clearer message.
2. What actions can agents perform using writing assistance?
With writing assistance, agents can:
- Adjust the tone, length, and language of the content
- Translate the content into different languages
- Refine sentence structure to improve readability and clarity
- Perform content analysis to remove typos and grammatical errors
- Simplify complex sentences and make them comprehensible
- Prevent over use of technical jargons and keep the conversation reader friendly
- Personalize responses by mixing formal and casual tones within the same message
3. Can agents modify only specific parts of a response using writing assistance?
Yes, agents can modify specific parts of their response using the writing assistance tools. They can select a sentence and customize its tone, length, or language without altering the entire message, while keeping the rest of the response intact.
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