Zia powered machine learning

Field predictions powered by machine learning

  • Enhanced interactions based on end-user sentiments
  • Smart categorization for an organized ticket queue
  • Instant prioritization based on relevant ticket attributes
  • Automatic ticket routing to the right technicians and technician groups
  • Accelerated approval decisions
  • Less manual data entry
  • Quick evaluation of change risk levels

Anticipate outcomes and streamline ticket management with our predictive AI engine

Zia, our in-house, AI-powered agent, offers comprehensive assistance that helps service desk teams work faster and smarter. Zia, with its predictive intelligence, can also smartly suggest appropriate templates when users edit requests or convert a request type from service to incident and vice-versa.

Drive successful changes with intelligent change risk predictions

Zia analyzes historical data and predicts potential risk levels when you log or edit a change request.

Change risk prediction

Reopen tickets and greenlight requests by letting Zia interpret email replies

Put approvals on autopilot by letting Zia interpret reply emails from your approvers. You can configure how Zia decides on approvals by choosing between our proprietary ML-based approval predictions or ChatGPT-powered predictions. Zia can also discern which tickets need to be reopened based on the end users' email responses to ticket closure notifications.

Zia predictions

Take appropriate ticketing actions by understanding end-user emotions with sentiment analysis

Zia, by leveraging AI-powered sentiment analysis, predicts the emotional tone of requester conversations and categorizes them as positive, neutral, or negative. With overall sentiment scores and appropriate emojis placed against requester conversations, your teams can now instantly detect user sentiments and tailor their communication style accordingly.

Zia sentiment analysis

Accelerate categorization with smart suggestions

Zia's field prediction capabilities can reduce the data entry efforts for your technicians by intelligently suggesting the right value for various fields like category, sub category, and even item. With this, you can ensure accurate ticket categorization—all while lightening the load on your technicians.

Zia field prediction
Zia suggestions
Zia item suggestions

Anticipate priorities based on relevant ticket attributes

Zia can automate ticket prioritization by not only suggesting but also applying the appropriate priority levels to your incoming tickets based on historic data analyzed by our ML models.

Zia ticket prioritization

Let Zia put the right technician or team to work on incoming tickets with intelligent routing predictions

Streamline your technician assignment processes with categorization and prioritization of tickets. Zia can predict which technicians or technician groups have the right expertise to handle requests. Tickets are also auto-assigned based on technician availability and expertise.

Ticket routing automation

Recommend appropriate templates to your requesters

Zia, with its predictive intelligence, can also smartly suggest appropriate templates when your users edit requests or convert a request type from service to incident and vice-versa.

Zia's predictive intelligence

Talk to our experts about ServiceDesk Plus

If you have questions on how ServiceDesk Plus can help you make AI-powered predictions to slash resolution times, talk to our product experts today.

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