Comparing Generative AI features of Zia and ChatGPT in Desk - Online Help | Zoho Desk

Comparing Zia and ChatGPT in Desk

Agents can use AI based services to view essential details about a ticket that help them understand the context, draft better responses, and improve customer satisfaction.
  1. Insights (Tone, Sentiment, Key topics)
  2. Summary
  3. Reply assistance 
Zoho Desk offers two Generative AI models:
  1. ChatGPT - The response can be generated from the KB as well as the open domain depending on the configuration. We recommend that you read OpenAIs terms and conditions to understand their working and data processing before setting up the integration.
  2.  Zia - The responses are generated exclusively based on the KB articles. This is a more secure option, and can be useful for businesses that strictly concern data security guidelines or want responses to be generated only from the available sources in the company.  
The table below highlights the differences between the two services

Feature
Zia
ChatGPT
API key
Not needed.
Requires an API key from OpenAI.
Response generation
Responses are generated only from the information available in the knowledge base.
Responses can be generated from the knowledge base or open-domain as per the configuration. 
Data privacy and security
All data processing and generation occur entirely on Zoho's own servers within the designated data center.

Trains exclusively on Knowledge Base articles and does not use ticket-related data, such as customer information or ticket content, to train the AI model.
Data is transmitted from Zoho's servers to ChatGPT for generating responses. ChatGPT functions as an integration and does not use the data for training. The data processing takes place in OpenAI's designated data centers.
Costing
Currently free to use for Enterprise customers.
Usage-based pricing through API tokens.
Further Read