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.
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'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 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.
With categorization and prioritization taken care of, it makes sense to have your technician assignment processes streamlined as well. Zia can predict which technicians have the right expertise to handle a particular issue. Tickets are also auto-assigned based on technician availability.
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.
You can now put approvals on autopilot with confidence by letting Zia decide. Based on the reply emails sent by your approvers, Zia predicts approval actions on the fly.
Configure the most likely phrases your approvers would use, and Zia will learn from these phrases to provide you with the right approval decisions.
The more phrases you train Zia on and the more feedback you provide, the better Zia's predictions will be.
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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