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 Plus MSP Cloud, Predictive Features and GenAI Features are essential parts of Zia AI.
- Predictive Features use application data to automate tasks such as suggesting templates, categories, subcategories, items, priorities, assigning groups and technicians to requests, and analyzing sentiments.
- GenAI Features leverage advanced generative AI tools to generate code and solutions, summarize conversations, assist with text generation and replies, automate approvals, and provide contextual answers to user queries through a virtual assistant.
Predictive Features
Predictive features are powered by Zia.
Supported Modules: Requests, Problems, Changes, Solutions.
Supported Languages: English, Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, German, Hungarian, Icelandic, Indonesian, Italian, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Spanish, Swedish, Turkish, Vietnamese, and Welsh.
This document explains how to set up, train, and use Zia AI for prediction:
Setup Zia AI Prediction
Role Required: SDAdmin
Before enabling the prediction feature, Zia AI is shown only to SDAdmins whose application's language is set to a supported language. After enabling the prediction feature, Zia AI will be available to SDAdmins across other language setups.
Zia is trained independently for each customer using their own service desk data.
Enable Prediction
- Go to Setup > Zia > Artificial Intelligence > Predictive Features.
- Select the required module.
- Use toggle to enable the required features.
- Zia offers prediction while creating, editing, or converting request type (service to incident and vice versa).
Currently, you can enable Zia to auto-apply category, priority, technician, and group for requests.
Training Zia AI
Training Zia using service desk data improves its prediction accuracy and performance.
Zia will be trained using data specific to the service desk instance where it is enabled.
- Training begins immediately after the predictive feature is enabled.
- Uses service desk data for initial training.
- Periodic training occurs every 7 days with the newly added or updated data.
Training Requirements
Module | Initial Training Requirements | Periodic Training Requirements |
Requests | Minimum - 100 requests | Minimum - 25 requests |
Problems | Minimum - 50 problem requests | Minimum - 10 problem requests |
Changes | Minimum - 50 change requests | Minimum - 10 change requests |
Maximum 10,000 records are used for training.
Tip: Requests used for initial and periodic training must meet the prerequisites described under each feature section.
Note
- You cannot disable predictive features while training is in progress.
- Data stored in archives and trash is excluded from training.
- If initial training fails, the system will automatically retry every subsequent day until the training is successful. To re-initiate the training manually, turn the prediction feature OFF and then ON again.
- All actions related to enabling, disabling, or training Zia AI are logged under Setup > Data Administration > System Log.
Limitations
Currently, Zia AI has the following limitations that will be improved over time.
Language Limitations
- Zia AI can be trained to analyze request data and predict request fields, templates, and technicians only in the supported language setups.
- Problem prediction, sentiment analysis, solution assist, and auto open/close of requests are supported only in English setup.
- If the last SDAdmin changes their application language to an unsupported language, the Zia AI configuration page will be disabled automatically for all SDAdmins.
Data Deletion Limitations
- Data used by Zia for training will be deleted from the machine-learning server only after Zia is disabled. If a particular feature is disabled, the relevant data will also be deleted from the machine-learning server automatically.
- If an evaluator enables and trains Zia, the training data will be deleted when the organization created by the evaluator is deleted.
Other Limitations
- Zia AI prediction will not work on requests created via V1 API.
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