Accessing Zia Insights in IM

Zia, an AI-driven support assistant, helps businesses personalize customer interactions, enhance the efficiency of their teams, and deliver exceptional customer experiences by supporting the agents with analyses, customer forecasting, alerts, and suggestions through a preconfigured system of performance analysis and metrics.

Zia can use ChatGPT to generate reply suggestions, tone analysis, and session summarization for IM chats. By accessing Zia insights, the agents can enhance productivity and customer satisfaction by:

Understanding complex queries quickly
Analyzing the tone of the messages to adjust their responses accordingly
Reducing the time spent in drafting customer replies
Providing contextually accurate suggestions

Alternatively, the users can tap the More icon

in the chat box to get suggested replies.

Zia can only generate these insights when ChatGPT services are enabled in the web. Learn more about Integration of Zia with OpenAI (ChatGPT) in Zoho Desk
We recommend that agents review the responses generated by Zia before sending them to the customer to ensure the correctness of the message.
Accuracy and contextual relevance of the reply depends on the data provided in the ticket.

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