Zia in IM Android: Reply Assistance and Translate and Regenerate Messages - Desk | Mobile App

Zia in IM Android: Reply Assistance and Translate and Regenerate Messages

In any customer-centric business, the ability to understand and empathize with customers quickly is essential for growth. Support agents need to understand customers' pain points to provide personalized solutions and a positive customer experience. 
However, agents may occasionally find it challenging to understand and connect with customers, especially while handling complex questions involving long-standing issues. In such scenarios, Zia's supportive capabilities can be highly beneficial to improve agent's activities. 

Reply assistance in IM 

Zia can understand the context of the messages the customers send and offer quick, relevant, and ready-to-use replies. This helps agents speed up the response time and consistently maintain the correctness of all outgoing messages, thereby reducing their workload.  
Notes

The Zia GenAI services should be enabled in the web application in order to generate replies for IM chats in the mobile app. Read more Enabling Zia GenAI.
We recommend that agents review the responses generated by Zia before sending them to the customer to ensure correctness of the message.

To generate a response 

  1. Open the Zoho Desk app. 
  2. Tap the Hamburger Menu and select IM. 
  3. Open any chat and long press the message bubble. 
  4. Tap Reply Assistance. 
  5. Once the message is generated, tap Insert to Reply. 

Refining Messages in IM 

Using Refine Message, agents can refine and rephrase both the Zia generated replies and manually drafted replies, which can then be copied into the composer. They can regenerate the content to modify the tone and length of the generated message and also translate it into any of the languages that are supported by Zia. 

To refine messages 

  1. Open the Zoho Desk app. 
  2. Tap the Hamburger Menu and select IM.
  3. Tap on an open chat and type your reply in the composer. 
  4. Tap on the more icon and select refine message. From here, we can:
  1. Tap Use as Reply to use the generated content as a reply to the ticket. 
  2. Tap Regenerate  to regenerate the reply. 
  3. Tap Translate  to translate the reply. 
  4. Tap Copy to copy the response to the clipboard.

Notes
The refine message option will only be visible when some message is typed in the composer.