Zia now integrated with Open AI in Zoho Desk

The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.

Zia now works in Tandem with ChatGPT and is available as an early access feature under Zia Settings.

Here are some of the key aspects of the Zia powered by ChatGPT feature in Desk.

Improved Resolution Time:

Resolution Time(RT) is a crucial factor in closing incoming service tickets - faster the RT, the better. To facilitate quick responses, Zia will empower users understand and assimilate long incoming tickets by converting them into accurate summarised versions. This will help save time and expedite responses, so customers that customers can receive prompt responses and also improve happiness ratings.

Tone of an incoming ticket detected:

In customer service, there is no single right way for agents to respond to incoming tickets. Everyday, agents deal with customers experiencing a wide range of emotions. Zia will be able to recognize the tone of incoming tickets. This can help service teams respond with empathy and be proactive in understanding the needs of customers better.

Retrieve contextual information from your Knowledge Base:

Knowledge Base in Zoho Desk is a highly resourceful place for customers and service agents to gain access to articles and help documents. Since KB already contains a huge amount of information that can be helpful for customers looking for answers, Zia will fetch those articles from KB, consolidate them into relevant messages and present them as replies.

To request early access to this feature, please join the waitlist by clicking the link below:

https://www.zoho.com/zia/generative/

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