AI-powered services for Tickets: Insights | Summary | Writing Assistance | Content Analyzer
Support agents deal with a high volume of tickets daily. For each incoming ticket, the agent must carefully review the details, identify the issue, and narrow down the best solution before communicating it to the customer. But how can this process be simplified for an agent who has to handle a high volume of tickets daily?
Understanding customers sentiment can help the agents prioritize unhappy customers. Likewise, using a summarized version of the ticket and taking assistance from AI powered tools can simplify ticket replying process to a great extent. Replying to tickets can be simplified for busy agents with the help of following Zia functionalities.
Availability
Permission RequiredUsers with the permission to access Zia can configure the Generative AI services.
Check Feature Availability and Limits
Insights
Zia Insights is a functionality that provides deeper understanding of the ticket conversation by highlighting three key elements:
Sentiment
Sentiments display the overall emotion associated with the conversation, whether positive, negative, or neutral. The sentiment of the incoming conversation is represented using an icon and color. Green, orange, and red stand for positive, neutral, and negative, respectively.
This representation gives the agent a heads up on the required approach and prioritization. While positive sentiment is a representation of satisfaction with the service or product, neutral sentiments can be associated with seeking of better clarification. Negative sentiments are often a reflection of dissatisfaction with the service or product provided, leading to escalation. This information allows the agent to prioritize tickets to improve customer satisfaction.
Tone
The tone of an incoming ticket reveals how customers communicate their feelings or approach to the issue. Getting insight into the tone allows the agent to tailor their response, creating a more personalized interaction.
For example, when a customer reaches out in a formal tone, the agent should maintain a professional tone. If the customer uses a casual or friendly tone, responding in a similarly friendly tone creates a sense of rapport and understanding.
Key topics
A ticket may address a single issue or multiple concerns. In these cases, Key Topics identifies the main points discussed within the ticket.
For example, if a customer raises concerns about the purchase of multiple electronic items, the ticket may include details about different products, price, and the issues. Before the agent reviews the ticket in detail, Key Topics highlights key terms such as product names, issue type and so on , helping the agent quickly gain context and a clearer understanding of the situation.
With the first-hand information, the agent can proceed to look into the ticket summary for greater detail.
To check Zia Insights
- Navigate to the Tickets module.
- Open the required ticket.
- In the Ticket detail page, go to Ticket Properties and click Zia Insights.
Content summarization
Ticket summary
Often tickets contain multiple conversations that carry key information for the agent. While going through each conversation can be difficult for the agent to gain the overall context, Zia simplifies this by summarizing the conversation.
Summary provides a concise overview of the ticket’s content, organizing the information into bullet points for easy comprehension. The agent can select the type of conversation like incoming, outgoing, forwarded, private comment, and public comment that they wish to summarize, regenerate the summary for improved clarity, and even translate it into any of the fifteen languages supported by Zia.
In this case, the ticket summary presents the details in a simplified list, making it easier for the agent to understand the issue quickly.
Note
- Summary is generated with the most recent 30 conversations, which by default includes incoming, outgoing, forwarded, public comment, and private comment.
- Each conversation should have a minimum of 50 words to generate a summary.
To view the ticket summary
- In the Ticket detail page, click Summary, from here we can:
- Click Regenerate -to regenerate the summary.
- Click Translate-to translate the summary.
- Click Conversations to select the type of conversation that needs to be summarized.
Thread summary
Often, customers may share multiple inquiries, issues, or details in a single conversation, which can be challenging for agents to process without overlooking important points. In such cases, the Summarize Threads option can be useful. It restates the conversation, highlighting the key points, making it easier for the agent to understand the customer's concerns quickly.
For example, Rachel contacts support with a detailed explanation of several issues related to her recent purchase of multiple appliances, the Summarize Threads feature will extract the most crucial information in a concise format, enabling the agent to address each issue more efficiently.
To summarize threads
- In the Ticket detail page, click the More icon next to the thread.
- Click Summarize Thread.
Text and reply generation
Reply assistance
Zia can analyze customer queries, and the reply assistant can draft responses by leveraging relevant information from the Knowledge Base articles. If a customer reports a technical error, Zia can generate a response based on the most relevant KB articles and retrieve the corresponding troubleshooting information for the customer’s reference.
Reply Assistance also simplifies any technical jargon into user-friendly language, ensuring the response is clear and comprehensible. It also provides a direct link to the KB article that it referred, giving the agent easy access to the full content. If the Knowledge Base doesn’t have relevant articles to generate content, the reply assistance will not be able to provide a response and will show an error message requesting the agent to add relevant information and train Zia to get a response.
Agents can use the generated response as it is or regenerate the response to customize the tone, length, and language. The agent can also copy the response to edit and modify it to use as a reply.
Note: To access Reply Assistance, the department must have the Answer Bot feature enabled. Please note that Answer Bot is available only in the Enterprise edition.
To generate a response
- In the Ticket detail page, click Zia.
- Click Reply Assistance.
Generate replies, invitation emails, and more
Often, agents need to engage with customers beyond just troubleshooting and resolving queries. In these cases, Generate Content can assist agents by creating custom content on demand through prompts.
For example, an agent can use a prompt like, "Generate an apology email for the inconvenience caused due to the overheating of the phone." The feature then uses information from the Knowledge Base and open domain to craft content that fits the request.
Generate Content helps agents draft replies for queries, emails, invitations, follow-up meeting invitations and other communication, such as announcements or promotions. Agents also have the flexibility to modify the prompt, use the generated content as a response, or regenerate it by adjusting the tone and length to fit the context better.
To generate content
- In the Ticket detail page, click Zia.
- Click Generate Content.
- Add the prompt and click Generate.
Now that the agent has the reply content ready, the agent can make use of the following features to ensure the quality of the reply is up to mark:
Writing assistance
After drafting a response, the agent still has the flexibility to refine or revisit it using Writing Assistance. The agent can select specific sentences for modification and customize them based on tone, length, and even language.
For example, when drafting a closing email, the agent may want to add a seasonal greeting for the upcoming festival season. While maintaining a formal tone throughout the email, the agent can customize the closing sentence with a more casual tone and even include a festive wish in the customer’s regional language.
To access writing assistance tools
- Click Reply All > Add the content > select the required sentences and click Writing Assistance.
- Select the Tone, Length, and Language to regenerate the content.
Content analysis
After drafting a reply, the agent can assess the quality of the content by evaluating ease of readability and clarity.
This feature provides valuable insights, from spell check and grammar suggestions to readability scores, sentence length, and other important details that help to ensure that the response is clear and effective.
For example, if an agent drafts a response to a customer’s query about a product issue, the Content Analysis tool can highlight overly complex sentences or technical jargon, and suggest simpler wording that ensures better comprehensibility. It could also flag spelling or grammar mistakes and offer corrections, while providing a readability score to indicate how easily the customer will understand the response.
To analyze the content
- Click Reply All/Reply and enter the content
- Click on the Spell check icon (
) from the menu.
The content quality will appear in the right panel.
Further read
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
Setting up Generative AI Services: Zia or ChatGPT
Generative AI services currently support 33 languages. Out of these, the Answer Bot feature is available in 27 languages. For a detailed breakdown of the supported languages and associated features, refer to the language support sheet. We are ...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 Generated Thread Level Keywords for Tickets
There are many instances when a support ticket or query goes through a long process before it is resolved. During this time, other team members or agents may get involved. Sometimes, a client may hand over the ticket to another individual. It can be ...AI-powered Self-Service with Answer Bot
Generative AI services currently support 33 languages. Out of these, the Answer Bot feature is available in 27 languages. For a detailed breakdown of the supported languages and associated features, refer to the language support sheet. We are ...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 ...
New to Zoho LandingPage?
Zoho LandingPage Resources