Dear Zoho SalesIQ Team,

Greetings.

We would like to submit a feature request that would significantly enhance the functionality and intelligence of Zobot: native integration of Zia AI into Zobot scripts and blocks—with full support for Hebrew language processing and context-aware operations.

📌 Use Case and Request Overview

While there is currently a ChatGPT integration available for Zobot, we would prefer to use Zoho’s own Zia AI to process and analyze user input during bot conversations.

Specifically, we request the ability to:

• Use Input Cards or Visitor Info Cards to collect text responses from visitors (e.g., a description of their issue).

• Pass that input to Zia for analysis.

• Use Zia to:

  • Summarize the visitor’s issue into a concise subject line.

  • Classify the issue by category or intent.

  • Identify sentiment or urgency.

• Save Zia’s processed output into the bot context, so it can be used in:

  • Ticket creation via the Add Ticket card.

  • Conditional logic for routing (e.g., to assign high-priority issues to faster queues).

  • Personalized responses in later parts of the bot flow.

✅ Examples of How This Can Be Used

1. Dynamic Ticket Subject in Hebrew
   Visitor input:
   “יש לי בעיה בהתחברות למערכת . אני לא מקבל את קוד האימות לנייד שלי.”
   Zia output (as subject):
   “בעיה באימות בכניסה למערכת”
   
   Or in English:
   Visitor input:
   “I am having trouble logging into the system. I am not receiving the verification code on my mobile”
   Zia output (as subject):
   “Authentication problem”

2. Smart Routing Based on Topic
   If Zia detects the issue is related to billing, Zobot could automatically transfer the chat to the Billing department or assign the ticket to the relevant agent group.

3. Improved Message Logging for Missed Chats
   If no agent is available, Zia could generate a clear summary of the user’s input (in Hebrew), which would be stored in the Desk ticket for future handling.

4. Sentiment Analysis to Prioritize Issues
   Zia could analyze tone and urgency to tag a conversation as “urgent,” so that when agents become available, they can prioritize handling those users first.

💡 What We’re Asking For

• Add a new Zia AI block to Zobot's script builder.

• Allow inputs from user replies (Input Card/Visitor Info Card) to be passed into this block.

• Let Zia return results like summaries, topics, sentiments, or suggestions.

• Allow the results to be stored into named bot context variables.

• Support Hebrew fully—both in analysis and output.

• Include options to use the results in Add Ticket, Transfer to Agent, or custom message blocks.

We believe this feature will significantly improve how Zobot can serve users, especially for those of us working in multilingual regions like Israel, where Hebrew is the main language.

Looking forward to your consideration.

Best regards,
Ram