Setting up Generative AI Services - Online Help | Zoho Desk

Setting up Generative AI Services: Zia or ChatGPT

Alert
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 actively working on expanding language support even further.
Customers expect swift, accurate, and personalized service. To meet these demands, companies are increasingly turning to Generative AI to enhance their customer service capabilities. Zia's analytical and AI capabilities can analyze a ticket and understand the context. Its generative abilities generate a response, summarize the ticket and thread conversation, perform intent and tone analysis, and extend assistance with drafting personalized empathetic responses. Overall, Zia is able to give service industries an opportunity to delight customers with faster delivery, accurate, and empathetic responses, making it a win-win situation for both.

Zoho Desk offers two GenAI services to perform the above mentioned activities. Businesses can enable either of the services depending on their business requirement.
  1. Zia (powered by open source language model Llama 3.1)
  2. ChatGPT integration via an API key
Availability
Info Permission Required
Users with the permission to access Zia can configure Zia and its features. 
Check Feature Availability and Limits

Zia Powered by Open Source Language Models 

Zia's generative AI abilities are powered by open source language model (Llama 3.1 = License)
The decision to host Open Source Language Model  Zia in our own environment stems from the following observations:
  1. Privacy and security - Hosting in our own environment gives us an edge in maintaining data privacy and securing customers' data. Unlike OpenAI/ChatGPT, where the data goes out of Zoho's servers to generate responses, Zia ensures that all data stays within the Zoho ecosystem for Generative AI capabilities. This approach guarantees that customer data remains securely contained within Zoho's infrastructure, leveraging the Knowledge Base (KB) to analyze and generate suitable responses without compromising privacy or security.
  2. Secure data storage - Zia Powered by Open Source Language Models does not store customer data in its servers. However, it processes the data temporarily to generate responses, ensuring that the data remains secure and is not retained beyond the response generation process. Zia never trains on customer data; it trains exclusively on the knowledge base articles to analyze and understand the context. Using its analytical abilities, it understands the ticket's context and summarizes a response that best suits the query.
  3. Compliance adherence - Zia, like all Zoho services, strictly adheres to GDPR guidelines. Zia Powered by Open Source Language Models is hosted on Zoho's servers within the data center corresponding to the customer's region, ensuring that data never leaves the Zoho ecosystem. Additionally, the model is not trained on customer data, further safeguarding privacy and compliance.
Info
Compliance with GDPR
Zoho Desk is compliant with GDPR guidelines. Desk, as a data processor, does not record or process your information without consent. However, as an administrator, you can moderate your preferences and choose to stop processing data, raise data delete requests, and restrict data access through API from our GDPR settings. Learn more about how Zoho Desk handles GDPR compliance.

ChatGPT as a generative AI service

Zia uses ChatGPT's OpenAI models to analyze the ticket content, understand the context, and generate response. The response can be generated from the KB as well as the open domain depending on the configuration. We recommend reading OpenAIs terms and conditions to understand their working and data processing before setting up the integration. 

Enabling generative AI services 

Admins who have the permission to access Zia can enable it for the entire organization by selecting the preferred service.

The Generative AI features can be enabled for individual department depending on the business case and usage.
The generative AI section is divided into three categories:
  1. Services - Zia or ChatGPT
  2. Feature preference - Insight, Summary, Writing Assistance, Reply Assistance
  3. General preference  - Model selection

Services

The admin can select either Zia or ChatGPT. They can switch services whenever they want, but only one service can be used at a time.  

The table below highlights the key differences between the services

Feature

Zia

ChatGPT

API key

Not needed.

Requires an API key from OpenAI.

Response generation

Replies to tickets are generated based on the information available in the knowledge base.

Replies to ticket can be generated from both the knowledge base and/or open-domain depending on the configuration.

Data privacy and security

All data processing and generation occur entirely on Zoho's 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.

Pricing

No charges

Usage-based pricing through API tokens.


To enable a Generative AI service
  1. Navigate to Setup > Zia > Generative AI
  2. In the Generative AI page, click Services.
  3. Select Zia or ChatGPT and click Enable. 

Feature preferences

Both the services are equipped to provide the following capabilities:
  1. Insights ( (Sentiment, Tone, & Key Topics)
  2. Summary
  3. Writing Assistance
  4. Reply Assistance 
The features can be enabled according to your business needs.

General preference

The AI models will be displayed according to the selected service. 
  1. Zia - Uses Llama 3.1 which will be selected by default.
  1. ChatGPT - Admins can select a models GPT-3.5 Turbo - 0125, GPT-4o, GPT-4 Turbo and GPT-4o Mini as per requirement and also check the pricing. 

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