Zoho CRM: AI-Powered Response Generation with Zia

Zoho CRM: AI-Powered Response Generation with Zia

Hello everyone,
 
Zoho announced new updates to the Zia Powered by GPT integration. These enhancements provide greater flexibility, improved response suggestions, and expanded language capabilities. Below is a summary of these improvements and how they empower support teams.
 

Smarter Response Generation with Zia and ChatGPT

Zia now offers enhanced response-generation capabilities by leveraging open-domain data, ChatGPT, your knowledge base, or a combination of these sources. Based on ticket content, Zia can analyze and recommend the most appropriate responses.

Examples:
  • Combined Knowledge Base and ChatGPT: If a customer inquires about a product and the knowledge base doesn’t have the answer, Zia seamlessly uses ChatGPT to provide a well-informed response.
  • ChatGPT Only: For general or open-ended inquiries, Zia can rely solely on ChatGPT for responses, offering flexibility for broader queries.
  • Knowledge Base Only: Organizations with a well-structured knowledge base can ensure customers receive information exclusively from their curated resources, enhancing consistency. 
Flexible GPT Model Selection  

You can now choose the specific GPT model Zia uses, including options such as GPT-3.5 Turbo, GPT-4 Turbo, GPT-4o, and GPT-4o Mini. This feature allows teams to customize performance while managing costs effectively.

Examples:

GPT-4 Turbo: Ideal for addressing complex customer queries with highly accurate and detailed responses.

GPT-4o Mini: A cost-efficient choice for managing a large volume of simpler inquiries while maintaining response quality.


Ask a Question Feature

Agents can directly ask Zia questions, and the system will generate answers using your organization’s knowledge base, ChatGPT, or both. When both options are selected, Zia prioritizes the knowledge base and turns to ChatGPT for additional insights if needed.



Expanded Multilingual Support

Zia now supports 13 languages, including:English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, and Hebrew. This update allows teams to provide localized support, enhancing customer satisfaction by responding in their preferred language. It’s especially beneficial for organizations serving diverse global markets.


Customizable Tone and Response Length

Zia’s responses can now align with your brand’s tone of voice. Users can choose from formal, informal, diplomatic, assertive, or humorous styles. Additionally, the response length can be adjusted to suit customer expectations or specific requirements.


Availability and Support 

These features are now live for users across data centers in the EU, AU, US, and IN regions. For step-by-step instructions on configuring these enhancements, check out the detailed help guide on Zia Powered by GPT.
 
For more details visit pfc-group.com.

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