Enhancing self-service capabilities with AI-based Zia Answer Bot

Enhancing self-service capabilities with AI-based Zia Answer Bot

Hello All,

Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently.

By leveraging knowledge base (KB) resources, the Answer Bot provides accurate responses to the agents and customers in little time. As a self-learning bot, it trains on existing articles in the KB to generate precise responses based on its ability to analyze and interpret data. The bot supports 13 languages, ensuring quick assistance to help center users and agents worldwide.

Answer Bot for customers

Customers can resolve their questions by accessing the resources available in the help center. However, it can be difficult for customers to find relevant information without scouring through multiple topics and pages. With Zia Answer Bot, customers can receive quick assistance and access relevant information without having to search through multiple articles.





Answer Bot for agents

A support agent handling multiple customer interactions simultaneously can utilize the Answer Bot to get quick access to relevant knowledge base articles and identify the key steps required to resolve the query without leaving the ticket detail view.   
                            

Training Answer Bot

After the Answer Bot is created and saved, it will automatically start training itself on the available KB articles. After the first round of training, the user can view the status of training, such as how many articles the Answer Bot has trained on, how many articles it has not yet been trained on, and if the bot failed to train on any articles.

Each time an article is created or updated in the knowledge base, an option to re-train the Answer Bot will be enabled. While the scheduler is set for training Answer Bot every thirty minutes, the user can manually initiate retraining. 


Best practices to consider for optimum results 
  • Opt for easy to understand language with the right explanation for technical terms if any.
  • Ensure that the article is in one of the 13 languages the bot supports.
  • The article must have a minimum of 100 characters and should not exceed 100,000 characters. Ideally, each paragraph should not be more than 1,000 characters. 
  • Structure the content using titles, headings, and subheadings that are clear, concise, and appropriate. This helps Answer Bot differentiate and understand the sections better. 
  • Always keep the articles updated.
  • Include FAQ format in the help articles. 
Zia Answer Bot is your round the clock assistant that can improve the self-service capabilities of the platform and enhance customer satisfaction. This feature is available for users in US, AU, EU, and IN data centers. Please refer to the help doc: AI-based Self-Service with Answer Bot to learn more. 

PM: @Kavil Rawat 

Regards,
Raveena 
Zoho Desk| User Education

    • Sticky Posts

    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • Recent Topics

    • Zoho Subscriptions -- Zoho Commerce integration

      Is there integration between Zoho Subscriptions and Zoho Commerce? I would like to create subscription plans in Zoho Subscritpions and list them for on my Zoho Commerce store.

    • Inserted Records not showing in Kanban view

      When insert a new record into a report from a workflow, it doesnt show in KANBAN view. When i view the report in a regular list view, the records are there. If i edit the record (while in list view) and then update it at all (even if i dont change anything,

    • Zoho creator dropdown option update using deluge

      Hi how can i add options in dropdown rather than updating manually

    • Add an Iterator Module to Zoho Flow

      Hi Zoho Team, I hope you're doing well. We would like to request a new feature in Zoho Flow: an Iterator module. An iterator is a special type of module that converts an array into a series of bundles, outputting each array item as a separate bundle.

    • Restrict form submissions based on records of another form

      Hi, is there a way to restrict submission of one form based on records of another form in creator? For example, there are two forms: one to collect user registration details, and one for a registered user to submit information. If there is not a record

    • Client Script | Update - Introducing Subform Events and Actions

      Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduce

    • Canvas Email iMap

      Hi, I want to be able to have this option (seen below) in our custom Canvas design I'm building. But I don't see that option. Being able to see all related emails is important for us. But in our Canvas, it doesn't seem to have any option....

    • Search Mail with URL parameters

      Is it possible to search Zoho Mail by passing URL params like we can in Gmail? eg. mail.google.com/mail/u/0/#search/from:(jane@doe.com)

    • Renaming organization does not reflect on all places like billing and others

      I have renamed the organization name to Novizna from Evnesoft but in billing and email it still displays Evnesoft

    • Changing Data on Cancelled /Paused Subscriptions

      What's a good way to edit a cancelled subscription without reactivating it? There are some custom fields and data that we'd like to add to these but when we edit it, it reactivates it and creates an invoice. Also need to be able to do this for paused

    • Forwarding email into Desk - DMARC errors

      Hi, Our email domain is hosted through Exchange Online (Office 365). Customers email support@ourdomain.xyz which is delivered to Exchange. Exchange rewrites the TO email header to the email address associated with our Zoho Desk (support@ourdomain.zoho.xyz).

    • ASAP Chrome Extension not loading

      We have ASAP enabled in Zoho Desk. I installed the ASAP Chrome Extension (Windows 10), but when I click the extension button while on our site, it never fully loads. I just get what's shown below.

    • Why is the Zoho portal not mobile friendly?

      I just got started with the portal and im sort of shocked how it looks. I already filled a hint/complaint about this. On the website you see a wonderful site with a modern design. Yet in real life its a mid 2000 look and feel. One major issue i see thats

    • Unable to access Zoho Help Community on my main browser

      Hi, I have been unable to access https://help.zoho.com on my chrome browser for a while now. Initially I thought it was a glitch from Zoho, but when I accessed from incognito mode, I was able to access it. I have cleared cache - cookies, but still access

    • Controlling Lookup Paths

      When building pivot tables, Zoho automatically selects 'lookup paths' for you based on which columns are configured. Sometimes, I want zoho to not use a look-up at all between two tables.... but that doesn't seem to be an option, as long as any relationships

    • Can you sell Subscriptions using Zoho Commerce?

      In addition to physical products and the apparently coming soon 'Digital Products', it is possible to sell Subscriptions using Zoho Commerce?

    • Does Thrive work with Zoho Billing (Subscriptions)?

      I would like to use Thrive with Zoho Billing Subscriptions but don't see a way to do so. Can someone point me in the right direction? Thank you

    • Free Webinar Alert! Building Your Brand: Solopreneur Tips to Use Zoho Mail

      Hello Zoho Mail Community! We’re excited to invite you to an exclusive session: "Building Your Brand: Solopreneur Tips to Use Zoho Mail." In this webinar, we’ll explore how Zoho Mail helps solopreneurs create a professional brand with custom email domains,

    • Tip 24: How to generate a file preview in a report without downloading it.

      Hi folks, This month we will teach you how to preview a report file before sending it to someone or sending it for approval. While viewing reports in Zoho Creator, users cannot access or preview files uploaded through the File Upload field without downloading them.    In this tip, we'll show you a way to do this. Key concept: The best way to achieve this function is to preview the uploaded file's content using the Add Note field in a stateless form (pop-up window) based on the record ID.   Use case:

    • Zoho Books CREDIT LIMIT is completely USELESS due to a BUG!!! Please fix it ASAP!!

      Credit Limit should not be taken into account if payment terms on the Invoice are without credit. If selected Credit 0 days (Prepayment) why in this world would a notification pop up saying credit limit is exceeded and not allowing to create an invoice?

    • Add additional field to quick search results

      IN the advanced search, we can add any field to the columns. In the regular search results (before you press enter, there is no option to modify the results. It would be super useful to include a custom field where it currently displays the pipleine

    • Zoho CRM API, Python SDK v7 Quoted_Items

      Hello. How do I use this SDK to retrieve the Quoted_Items from a Quote and downstream the items in a Sales Order I can see references to a constant INVENTORY_MODULES_ITEMS = ["invoiced_items", "quoted_items", "purchase_items", "ordered_items"] But I cannot

    • Continue after error for each loop on invoke url

      Hello. I'm trying to upload files to workdrive using invokeurl. It goes through a list of urls using for each. Sometimes the file is larger than 5mb. The whole workflow stops in that event. I'd love a work around to upload larger files, but I don't think

    • Modify the default layout of how task fields are ordered in Project View

      Hi all, I am trying to change the order the columns on project List view when a project is created initially. See image below. Currently, when a project is created, a predefined collumns are created and also its orders. I am aware that I can "hide", and

    • Enhanced Column Customization in Zoho CRM Email Templates

      Dear Zoho CRM Team, I'm trying to create a footer in the Zoho CRM email template based on a specific design, but I’ve encountered limitations with the current WYSIWYG editor. Currently, the editor only allows adding preselected column structures with

    • Connector working as expected but not when called from an extension

      I am playing around with building a Zoho CRM extension and seeing if anyone has some insight on the below issue I am facing. When I execute the Connector API it works as expected returning me the download URL for a merged document that has merged successfully.

    • Zoho Flow Doesn't Detect Desk Custom Field Change

      I have a Flow that is configured to be triggered when a custom field on a ticket changes. I also have a Schedule in Desk that runs a script that changes the custom field. When I change the custom field manually in the Desk interface, the Flow runs as

    • CRM

      I have a portal set up where a contact can see other contacts within an account automatically. When a contact in the portal enters a deal, how do I make sure that deal is assigned to the account so other contacts in the account can see the deal was generated?

    • Page - Gauge - Target Values

      Is there a way to make the Target and Maximum values say a formula or query?  For example, total sales for the month = 109 and I want to make my gauge today's percentage.

    • Instantly refine your CRM dashboard using Filters and download underlying data – all in a few clicks!

      Hello everyone, Imagine you’re a sales manager overseeing multiple product lines across different regions. You're viewing your sales dashboard in Zoho CRM, which gives a powerful overview, but you often need to drill down to see how a specific product

    • Understanding "Deposit from Other Accounts" vs. "Sales Without Invoices"

      Hello, Zoho team! I am a new Zoho Books user trying to correctly input some historical financial data. I'm hoping you can help me understand best practices for when to use "Deposit from Other Accounts" vs. "Sales Without Invoices." I'm an author who receives

    • Unified WhatsApp Number Management in Zoho Desk and SalesIQ

      Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbers

    • Pin multiple columns and adjust column widths in CRM subforms

      Hello all, Subforms act as secondary forms or tables in which you can associate multiple line items to a primary record and thereby ensure more structured and comprehensive data organization. We've made some recent enhancements to subforms. Here's what's

    • Can't create Workflow for Module 'Service Appointments'

      Hey everyone. I am trying to create a workflow from FSM to Desk. When I start the creation process I select the Module (Service Appointments) and then title it and hit next and it just sits there. Now If I select a different module it works fine. Have

    • Add multiple users to a task

      When I´m assigning a task it is almost always related to more than one person. Practical situation: When a client request some improvement the related department opens the task with the situation and people related to it as the client itself, the salesman

    • I can not receive emails.

      MY MAIL BOX DOSE NOT REISIVE ANY MAILS

    • How to Export Filtered List of Contacts?

      This seems like it should be simple, but I'm stymied. I'm trying to export a filtered list of my Contacts for analysis in a spreadsheet. The use case is that I'm an ecom business based in the US. The bulk of our customers are individuals stored as Contacts.

    • Feature request - pin or flag note

      Hi, It would be great if you could either pin or flag one or more notes so that they remain visible when there are a bunch of notes and some get hidden in the list. Sometimes you are looking for a particular name that gets lost in a bunch of less important

    • Merge Join PDFs Zoho Creator

      Hi all, I have a field where users upload PDF, is it possible to join those pdfs into one with a function or something? Regards.

    • ERROR CODE :554 (certain recipients are bouncing my emails)

      I had set up my SPF, DKIM, and DMARC properly as far as I know, and they look proper according to mxtools and some other online checking tools. My mail does go through to gmails (although still was in spam at first), but certain domains bounced me. I'd

    • Next Page