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.
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
Expanded Multilingual Support
Zia now supports 13 languages, including:
English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, and Hebrew.
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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