Reliable and secure AI for agents and customers

Zia is Zoho Desk's AI that automates and streamlines service activities, enabling agents to do more in less time and customers to receive around-the-clock assistance quickly.

ZIA
Answer Bot
Field Predictions
Sentiment Analysis
Auto-tags
Anomaly Detection
Zia Dashboard
ChatGPT Integration

Answer Bot

Lend a helping hand

Help your agents resolve more tickets in less time and your customers find answers instantly with Zia Answer Bot. It analyzes your customer's and agent's request and provides them with a relevant response using your organization's knowledge base.

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Zia Answer Bot responds to the agent's question with an answer and links to knowledge base articles

Field Predictions

Lead with context

Zia does the groundwork for your agents to deliver contextual service by auto-updating ticket fields like priority level, status, and ticket owner. It makes accurate predictions by learning from your past tickets, enabling you to automate workflows for effective ticket management.

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Zia automatically updates ticket fields like ticket category, requests owner, and issue type

Sentiment Analysis

Know your customer's pulse

Zia identifies customer sentiment when a ticket is raised, allowing agents to tailor experiences from the start. It also helps you understand which questions led to a particular sentiment, so you know what to fix.

Zia identifies customer sentiment as positive

Auto-tags

Categorize support tickets effectively

Keep track of frequent customer questions with Zia auto-tags. Zia analyzes and assigns appropriate tags to the tickets and records them in one space. Agents can then access tickets within each tag to review previous solutions to similar issues, while you can identify knowledge base topics to address common concerns.

Zia auto tags the ticket about Switzerland tour package as Switzerland, and Customer package.

Anomaly Detection

Help your agents in real time

Recognize and solve issues early on as Zia notifies you in real time of any unusual ticket activity and predicts incoming and outgoing responses during each hour of the day.

Zia notifies of a 325% increase in incoming tickets and displays ticket volume prediction for a day on a line graph.

Zia Dashboard

Keep a close eye on support activity

Zia pays close attention to ticket activity and shares these insights through a built-in intuitive dashboard. Know which hours are often the busiest for your agents, the questions most asked by customers, and the sentiment of each ticket so you can make the right decisions.

Zia dashboard shows response activity, list of popular auto-tags, and the number of positive, neutral, and negative sentiments.

ChatGPT Integration

Leverage the power of generative AI

The foundation of great customer service lies in understanding and resolving customer concerns quickly. Zia combined with ChatGPT provides your agents with ticket summaries, customer mood analysis, and response suggestions so your agents can build stronger customer connections despite the limited time and high ticket volume.

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