Dear Customers, 

End users and technicians can chat with Zia in a conversational interface, or converse with Zia Voice to access more than a dozen out-of-the-box Zia actions, as well as any custom Zia actions created by service desk teams.

Zia can perform a wide variety of tasks, including:

 

• Providing answers to straightforward questions. 
  

• Pulling up service desk data to answer more complex questions. 
  

• Triggering service desk operations, like logging a request or updating a note, through a tree-structured interaction. 
  

• Sharing relevant knowledge base articles based on end users’ inputs.
  

• Automatically handing off user requests to technicians via live chat or by creating a new request.
  

 

Enabling Zia in ServiceDesk Plus Cloud

 

Under Setup >> Zia >> Zia Chatbot, you can enable and configure Zia for the web, mobile, and voice chats.

 

Interacting with Zia through web chat

• Open Ask Zia from the lower-right corner of the web app's screen and type the information you're looking for. Zia will process the information and provide recommendations from the available actions, either built-in or custom Zia actions developed by the admin. The conversation goes thus:
  

 

• Open the mobile app and go to the IT Help Desk instance. Hit the Zia button displayed on the upper-right corner of the screen and type in a question or choose from the available actions as shown below:
  

 

 

Interacting with Zia via voice calls

 

 

For more details on Zia, please visit https://www.manageengine.com/products/service-desk/virtual-agent-zia.html

 

And to reserve your spot in the free training webinar on 7th May 2019, please enroll yourself at https://www.manageengine.com/products/service-desk/zia-in-servicedesk-plus.html

Please write to us your feedback and queries.