Though an integration with GPT, Zia has reached a new level of efficiency and performance. With contextual self-service capabilities, Zia empowers agents to boost their productivity and deliver superior customer experiences.
Key Features:
Provides a short summary of IncomIng and outgoing ticket responses.
Determines the tone of incoming messages to perform sentiment analysis.
Generates automatic replies based on your organizations KB articles
For non-enterprise accounts or accounts with fewer than 30 published KB articles. ChatGPT will generate a suggested reply from publicly available data.
We are glad to know you find the extension beneficial. Could you care to elaborate on the improvement you are looking for in the extension? You could email us the details at support@zohodesk.com.
Hi, Neal. We will have to check this over a quick remote screen-sharing session to unearth the cause. Drop us a line at support@zohodesk.com with the requisite details.
Just another hyped botched implementation of chatgpt api. ChatGPT chatbots works well on its own, or if you implement the api yourself but dont expect zoho devs to thoroughly integrate this, its completely out of that wheel house. (tested over 6 weeks now)
Yes we met the 30 KB article minimum, and generated content that populates is irrelevant. The content it produces is either very generic or confusing. The articles it pulls up is irrelevant. We worked with zoho support for a few hours over the course of several weeks. This was a complete waste of our time. We will just continue to use ChatGPT site directly...
Thank you for sharing the feedback. Could you care to elaborate on the concerns you have with the extension? Did you try generating responses with valid knowledge base articles?
It doesn't look like the full ticket is fed into ChatGPT. It looks like the tool only gets the last message sent. Also, the tool could store previously fetched information, instead of using the API over and over if we return to the same ticket later.
Hey Ash - We use autoreplies on all our emails, confirming we are working on our customer's tickets. If this is the case, are we unable to use this product?
Yes, only the latest thread is used to generate a response at this time. Also, we are not storing the previously fetched information owing to security concerns.
This extension shouldn't affect the auto-replies sent through automation, Grace. If you could contact us at support@zohodesk, we could discuss your use cases over a quick call.
The ChatGPT extension is great but I would love it if I can give ChatGPT additional reply-assistance instructions, for example: please explain to the customer that we can return but they would have to pay for the courier fee or please add on to what you wrote and explain to the customer that we are unable to assist with the refund.
I gave it 5 stars for fast availability. So far I have not found it hugely useful, but my focus is to empower clients to get answers quickly- as this is an agent facing tool this doesn't really help clients who wish to help themselves. But it's a great start.
Hi Ash, Think of it this way- the current implementation helps Agents. But we really want to empower Users... If a Chatbot could find the answer and present it to a User, 1. User gets the answer faster 2. Does not have to wait for an Agent 3. Uses less resources
Zoho offers a comprehensive suite of award-winning on-line business, productivity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software
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I would recommend you to try ChatGPT for Zoho Desk. It would add a lot more value to your Desk account.
You can install the app in just two easy steps. Click on 'Install now' button.
Sincerely, null
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We are glad to know you find the extension beneficial. Could you care to elaborate on the improvement you are looking for in the extension? You could email us the details at support@zohodesk.com.
Regards - Ash | Zoho Desk