Zia Powered by OpenAI

Zia is Zoho's AI-powered virtual assistant. Some of Zia's capabilities include anomaly predictions, sentiment analysis, reply assistance, and suggesting knowledge base articles or responses to support agents. By leveraging Zia's capabilities, businesses can personalize customer interactions, enhance the efficiency of their teams, and deliver exceptional customer experiences. 

With Zia's immense capabilities integrated with ChatGPTs generative AI, customers can experience relevant, context-specific, and more personalized communication, allowing them to feel heard and understood.

Zia and generative AI can analyze user input and generate responses based on its understanding of the user's intent, making the conversation more natural and empathetic. It can analyze the ticket and provide a short summary with key takeaways. While Zia highlights the sentiment of the ticket, generative AI can take it a step further by stating the underlying emotion and providing a more meaningful response resulting in a satisfying experience. This will enable support agents to better understand and empathize with customers to deliver solutions that resonate with them and even motivate the customers to continue the conversation and work towards a resolution. 

Consider a scenario where a customer contacts a software company's customer support with a complex technical issue. Here, Generative AI plays a vital role by analyzing the tone and sentiment of the customer's detailed support request. With this information, along with the key details provided in the customer's request, Zia and the generative AI collaborate to generate a relevant response that effectively addresses the customer's concerns and offers potential solutions to their issue. 

Additionally, Generative AI can summarize the main points of the customer's request, enabling support agents to better understand the customer's needs and deliver personalized support. This efficient process not only saves valuable time for support agents, but also ensures that customers receive a prompt and effective customer service experience.   

Impact of Zia and OpenAI on customer service 

As AI-powered tools like Zia and OpenAI continue to gain popularity in the customer service industry, businesses that adopt these technologies are likely to gain a competitive advantage and experience significant improvements in their customer service operations. 

Zia and OpenAI can bring great advantages and have a profound impact on customer service through their powerful features. 

Ticket Prediction

One of the features in Generative AI is Ticket Prediction, which allows it to summarize incoming customer inquiries and detect the emotion behind them. This can save agents time and effort by providing a quick overview of the customer's concern, allowing them to address the issue more efficiently. With this feature, agents can also understand the customer's tone and sentiment, which can help them to better empathize with the customer and provide a more personalized response.

For instance, consider a customer reaching out to a software firm with their concern about a recurring software issue. In such a case, the Ticket Prediction feature accurately summarizes the customer's inquiry, highlighting the key points of their issue and the frustration they are experiencing. This helps the support agent to empathize with the customer's sentiment and provide a personalized response, reassuring them that the technical team will investigate the problem thoroughly. This not only saves time for the support agent, who is equipped with a concise overview of the issue, but also helps them to address the customer's concerns more efficiently and with empathy.

Reply Assistance

Reply Assistance suggests optimal replies for incoming customer inquiries. This can save agents time, improve consistency, and enhance the quality of their responses. The reply is generated based on the options chosen while configuring Generative AI. Here's how it works:

1. Both open domain data and knowledge base enabled:

1. Zia will first check for relevant answers within the knowledge base articles.
   
2. If no relevant article is found, Zia will generate a response using the open-domain knowledge from ChatGPT.

2. Only ChatGPT enabled:

1. Zia will generate a response solely using ChatGPT's open-domain knowledge.

3. Only knowledge base enabled and relevant articles found:

1. Zia will generate a response based on the relevant knowledge base articles and it will indicate the specific article from which the response was derived. From here, agents can copy paste the content in the reply editor or add it as an comment within a ticket.

4. Only knowledge base enabled and no relevant articles found:

1. Zia will indicate that no relevant articles were found and request the user to add relevant article so that Zia can generate a response accordingly. 

For example, consider a customer reaching out to a tourism industry wanting some suggestions to make the most of his trip. In such a case, Reply Assistance feature assists in generating a response by providing relevant knowledge base context related to popular tourist attractions, outdoor adventures, and historical sites in the city. If the knowledge base does not have relevant information, ChatGPT will provide a suggestion based on general public data, ensuring that the customer receives a useful and personalized response.

Ask a Question 

With the Ask a Question, agents can ask any question , and Generative AI, will generate a response based on the configured settings. For example, if the agent asks for recommendations on the best tourist attractions in a city:

• If the knowledge base contains relevant articles, Zia will provide a response based on that information and specify which article was used.
• If no relevant article is found in the knowledge base, Zia will use ChatGPT’s open-domain knowledge to generate a helpful suggestion.
• If no relevant article is found and chatgpt option is disabled, then it will indicate that no relevant answers are found.

When a customer interacts with Zia via a support ticket, their query or request is sent to ChatGPT, which analyzes the language and context of the query to generate an appropriate response. The response is then sent back to Zia, which presents it to the user in a conversational format. To achieve this, Zia and ChatGPT work together in a process called natural language understanding and generation.

Enabling Generative AI in Zoho Desk 

Enabling Generative AI in Zoho Desk is a straightforward and hassle-free process. Let's outline the steps involved in enabling this feature:

1. Authentication: Begin by authenticating Generative AI using your paid OpenAI API Key. This ensures secure and authorized access to the AI capabilities.
   
   
   
   
   
   

2. Feature Preferences: Once authenticated, you can proceed to enable the available features. These include:
   

1. Insights (Sentiments, Tone, & Key Topics): Detects the sentiment or emotion behind a customer's inquiry. It works by analyzing the customer's message for specific language patterns, such as positive or negative words, as well as the overall context of the message. Based on this analysis, Zia can determine the customer's sentiment and assign a tone label, such as happy, angry, sad, frustrated, and more. It also identifies the main points discussed within the ticket and lists them down under key topics.

2. Summary: Provides a summary of conversations within a ticket, including incoming, outgoing, forwarded, private comment, and public comment. incoming customer inquiries. By default the first 30 conversations are selected for ticket summary, agent can customize it by selecting required conversations for better clarity. 
   

3. Writing Assistance: With writing assistance the agent can select specific sentences for modification and customize them based on tone, length, and even language.
   

4. Reply assistance: Suggests optimal replies for customer inquiries. Here users can choose to generate the reply using either open-domain data, knowledge base articles, or both. For open-domain data option the reply will be generated automatically and for knowledge base articles option the reply will be generated only when the user clicks on the 'Predict' button.
   
   
   
   

3. General Preference: Within the settings,you can select your preferred ChatGPT model from four options: GPT-3.5 Turbo, GPT-4o, GPT-4 Turbo, and GPT-4o Mini, with GPT-3.5 Turbo being the default choice. Additionally, you can configure your Response Preference to choose between auto-generated or manually generated ticket summaries and response predictions. When the Response Preference is set to auto-generated, the ticket summary, tone analysis, and response will be automatically generated. If auto-generation is not selected, these features must be manually predicted by clicking the Predict button for each ticket.
   
   
   

• The availability of the Insight, Ticket Summary, Writing Assistance and Reply Assistance options in the ticket detail view will depend on the features that were selected during the integration's activation.
  

• OpenAI will use only the customer's support inquiry message, including any comments, threads, and knowledge base articles, to predict and generate ticket responses. It does not access any information beyond what is provided in the support inquiry message. For more details on data handling, please refer to the Zia and GPT data privacy section.
  

• Generative AI, currently supports 15 languages - English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, Hebrew, Turkish and Polish. We are actively working on expanding language support even further.

• In enterprise edition to generate a response based on the knowledge base resources, a minimum of 1 article on that topic is required in the KB. If your account has no published KB articles and open domain option is enabled while configuring the integration, thenChatGPT will suggest a response by browsing relevant resources in the public or open domain.  
• For Standard and Professional edition, ChatGPT will suggest a response by browsing relevant resources in the public or open domain.  
• The OpenAI API key must be generated from your OpenAI account. If you don't have an OpenAI API Key, generate the same by Creating OpenAI API key.
  
• To obtain an API Key, users should opt for the ChatGPT's "pay-as-you-go" payment model. 
  
• According to security guidelines, only the admin who configured the API key has the ability to edit it. If that specific admin leaves the organization, they have to contact support@zohodesk.com to edit the API key.
  

• Users can disable Zia auto-suggestions in the iBar when they click "Reply All" by navigating to Setup > Personalization > Preferences and switching off Auto Suggestions. This will stop Zia from opening automatically.