We all know how Chat GPT is triggering this conversation on how critical AI will be in the future. Chat GPT has made some considerable advances in recent times. Businesses are trying to integrate AI daily to improve productivity and help employees increase their productivity by achieving Key Performance Indicators (KPIs). How critical is AI going to be in an ITSM environment? The ManageEngine team introduced Zia (Zoho AI), the AI chatbot in ITSM, back in 2019 at a user conference. Since then, Zia has also evolved as well. It started as an AI assistant for businesses, available as a virtual conversation assistant 24*7, Zia started as an IT support agent to boost technical efficiency.
Zia has now evolved to do more – such as log a request, add a task, update a note, approve requests, or get instant reports. Zia can also answer direct questions and fetch information from the application’s database. Users can interact with Zia through chat, and Zia’s ability to communicate by voice chat helps users efficiently multitask. The cool thing about Zia is that it’s out of the box and available in all three editions within ServiceDesk Plus – Standard, Professional and Enterprise. It’s available on the Web, Mobile, Zia Voice, and Auto pop-up. Imagine using Alexa to play your favourite song. We can do that in Zia with the help of the voice conversation tool on smartphones in Android and iOS mobile. Users can talk to Zia from their mobile to get the work done. Here are the three features Zia can perform within ServiceDesk Plus.
Virtual Chat feature: If you work in a 24*7 manufacturing environment and want to raise a Service Request outside of working hours, look no further. Zia can understand your query and log an incident or request based on the nature of the question. The remarkable feature is that you can even configure Zia to approve any simple request without Helpdesk intervention.
Self-Service Portal: If you want your users to refer more to the Knowledge base (KB) articles you have spent ages creating, but no one wants to spend time reading it – Zia could be your solution. Zia can provide suggestions based on the content and recommend users to find information and KB articles.
Automation and Workflows: Then, you can automate some of the requests coming your way. For instance, your technicians are handling high-priority incidents but being interrupted by calls or chats, for basic requests like a password reset or an account being locked out. Have Zia automate these requests, avoid manual effort, and increase productivity by focusing on priority incidents while maintaining consistent service delivery. Zia AI prediction offers category predictions created through email, web form, preventive maintenance tasks and V3 API. Zia could quickly be advanced to the Auto-apply category to make some accurate predictions.
Overall, Zia in ServiceDesk Plus assists in maintaining SLAs, Improving Customer Experience and Service quality, identifying trends, making decisions based on the data, and keeping your users happy. Look no further. Zia can be your virtual assistant and help you navigate the business to achieve efficiency.
Feel free to reach out to us with any queries. We would be happy to help. Follow the below link to fill out the form on the website, or if you wish to call us or drop an email at sales@managengine.co.nz, we would also be happy to hear from you.