GenAI Features

GenAI Features

GenAI features enhance your service desk experience with advanced generative AI capabilities. It assists in everyday tasks like responding to user queries, generating content, summarizing conversations, and more.
Each feature is configured using Zia AI provider(Zoho-hosted LLM).
Role Required: SDAdmins
  1. Go to Setup > Zia > Artificial Intelligence > GenAI Features.
  2. Enable the toggle on the required feature card.
 

GenAI Feature Capabilities   

Conversation Summary   

Summarize user conversations and request details.
  1. On the Conversation Summary card, click Configure to select the request details to be summarized.
Warning
 Disabling Conversation Summary will hide all previously generated summaries. 
 
To summarize request conversations, click Generate on the Zia banner.
 
Guidelines for Summary Generation:
Summary generation will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features only if the following criteria are met:
  1. At least 100 words are present in the description
  2. At least 100 words are present in the resolution, and the status is Resolved
  3. At least three emails or notes are present in conversations
You can elaborate and copy the generated summary. Elaborated summary can also be shortened if needed.

 
If a request is updated with new information, you can regenerate the summary.

Guidelines for Summary Regeneration:
Summary regeneration will be allowed based on the request fields configured under Setup > Zia > Artificial Intelligence > GenAI Features and will only occur if the following criteria are met:
  1. Email responses(from Users): Summary will be regenerated only if an email is received after the summary was last generated.
  2. Notes: Regenerated only if a new note is added/edited after the last summary generation.
  3. Subject: Regenerated only if the subject is edited after the last summary generation.
  4. Description: Regenerated only if the description is edited after the last summary generation and contains more than 100 words.
  5. Resolution: Regenerated only if the resolution is edited after the last summary generation and contains more than 100 words.
 
Technicians with Edit/Delete Request permissions can edit or delete the generated summary. Hover over the summary and click or .
 
Info
Auto notifications will not be included in the conversation summary.   
Info
The last 10 conversations (up to 5 emails and 5 notes) will be analyzed to generate the summary.  
 

Reply Assist   

Generate reply content or refine grammar/spelling in the reply content.
  1. Click on the editor.
  2. Enter the text to be paraphrased/checked.
  3. Click Generate and select Generate Reply or Refine Text. Zia will generate a response under Suggested Reply.
  4. Click Copy Reply and paste the copied text in the forward/reply form.
 
 

Text Assist   

Generate context-based content, improve grammar and spelling, translate text, and more. You can use Text Assist in rich text editors across the application.

  1. Enter the text. Click Generate and select Generate Text or Refine Text. The response will be added under Generated Text.
  2. For the generated text, you can change the length, tone, or language.
 
 

 Solution Generator 

Technicians can generate comprehensive knowledge base articles by describing the issue.
Info
This is available only for the Solutions module. 
  1. Click the Solution Generator option on the solution list view or the add/edit solution form.
  1. Provide the summary of the issue in prompt. Zia will generate a solution with a title, description, and keywords.
  2. The generated solution can be modified in length and tone, if needed, by using the Change Length and Change Type options.
 
 

    • Related Articles

    • Change Prediction Features

      To access the change prediction features, Go to Setup > Zia > Artificial Intelligence > Predictive Features. Select Changes from the drop-down. Enable the required feature. Risk Prediction Zia suggests the top two risks of change requests based on ...

    • Solution Prediction Features

      Solution Assist Solution assist helps technicians suggest solutions in the request acknowledgement email when configured. Go to Setup > Zia > Artificial Intelligence > Predictive Features. Enable Solution Assist. Include the Zia solution suggestion ...

    • Problem Prediction Features

      To access the problem module prediction features, Go to Setup > Zia > Artificial Intelligence > Predictive Features. Select Problems from the drop-down. Enable the required feature. Technician Prediction Analyzes data in the Problems module and ...

    • Request Prediction Features

      Zia offers suggestions for requests that are created through email, web form, preventive maintenance tasks, and V3 API. With adequate training, Zia can be advanced to auto-apply certain predictions. To access the request prediction features, Go to ...

    • Zia Artificial Intelligence

      Zia, Zoho's artificial intelligence (AI) agent, provides comprehensive assistance to your service desk operations. Zia can be trained to learn from application data and perform various tasks to improve the service desk's performance. In ServiceDesk ...