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Zia, Zoho's AI assistant for business, now helps organizations bridge the gap between end users and the IT service desk. As a potential first point of contact, Zia reduces service desk teams response time and helps significantly increase end-user satisfaction rates. Zia is currently available across all editions of the cloud version of ServiceDesk Plus.
Answers straightforward questions such as inquiries into the contact details of a person or team, or the ticket count.
Scours ServiceDesk Plus database to answer more complicated questions. For example, Zia can search requests based on their priority level and identify tickets that have violated SLAs.
Invokes service desk operations, such as logging a request or adding notes, through appropriate inputs at every stage of an interaction.
Offers users support across multiple platforms, including chat on the web client and native mobile apps, and voice calls on mobile apps.
Allows service desk teams to build and deploy custom Zia actions ranging from direct answers to invoking actions in third-party tools like JIRA.
Construct comprehensive conversation workflows for common issues and frequently asked questions.
View detailed information about Zia's setup and other configurations.
Enhance the chat experience for users in ServiceDesk Plus with Blended Conversations for Zia. With the visual conversation flow builder, Blended Conversations help you craft responses for common user inquiries and streamline repetitive requests through the virtual agent, Zia.
Blended Conversations allow you to create various conversational paths to provide users with contextual interactions, enabling them to easily access the help they need. Furthermore, you can empower users to perform service desk actions, such as searching for solutions, creating tickets, and viewing existing tickets, all from within the Zia chat box.
Follow these five steps to establish and access Zia Blended Conversations:
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Enable Zia and create a new conversation by specifying a name and describing its purpose.
Once on the visual canvas, take advantage of Response Blocks and Action Blocks to customize the conversation flow.
Utilize Response Blocks to personalize Zia's responses to user inquiries by displaying information, providing choices, or gathering additional details.
Use Action Blocks to facilitate Zia's actions and interactions based on the user's questions or responses. You can perform actions such as Jump to lead users from one block to another within or across a flow, Fork to split conversations, Operation to perform arithmetic operations, and Webhook to send or receive data from external sources.
Witness Zia in action as it enhances the self-service experience and streamlines service desk interactions.
With the help of ManageEngine's ServiceDesk Plus we were able to centralize and capture over 99% of reported issues. The solution proved easy and user friendly and both IT resources and our stakeholders were able to quickly adapt and utilize the system. ManageEngine continually improves the product with each release adding functionalities that enhance the product and usability.
