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ManageEngine IT Service Management

5,045 followers

1w

𝐇𝐢𝐠𝐡-𝐯𝐚𝐥𝐮𝐞 𝐀𝐈 𝐢𝐧 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐃𝐞𝐬𝐤 𝐏𝐥𝐮𝐬 𝐣𝐮𝐬𝐭 𝐠𝐨𝐭 𝐛𝐞𝐭𝐭𝐞𝐫! Zia, the AI assistant in ServiceDesk Plus, can now predict the emotional tone of end users based on their conversations and categorize them as positive, neutral, or negative. With the overall sentiment score that's assigned, your technicians can tailor their communication style and ticket management appropriately. AI capabilities in ServiceDesk Plus are not behind a paywall, helping IT teams derive both ROI and unparalleled productivity. Learn more: mnge.it/sentiment_analysis Watch this video to learn how Zia's predictive engine works👇

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Hello everyone, today I'm excited to introduce Zia Sentiment analysis and intelligent feature in Service Desk Plus Cloud that will transform the way you understand and respond to your customer's emotions. Zia, by leveraging AI powered sentiment analysis, predicts the emotional tone of request to conversations and categorizes them as positive, neutral, or negative. With overall sentiment scores and appropriate emojis placed against requester conversations, your teams can now instantly detect user sentiments and tailor their communication style accordingly. With Zia Sentiment Analysis, you can proactively address negative feedback before it escalates. Prioritize tickets based on customer emotions. Gain deeper insights into customer satisfaction trends, helping you to improve your overall service quality. Now, let's take a look at how you can enable Zia Sentiment Analysis in Service Desk Plus Cloud. Head over to the setup page in Service Desk Plus Cloud and click on Zia. Under the Artificial Intelligence tab, you'll see the option called Sentiment Analysis, where you can enable this toggle to activate the feature. Once enabled, Zia will automatically analyze ticket conversations to determine the sentiment of the tickets. You'll see emojis indicating the sentiment, helping your technicians to quickly identify whether the reply is neutral, positive, or negative. On the right hand side panel you'll find the sentiment of the latest conversation and the overall sentiment of all the conversations in the ticket. To gain insights on the overall sentiment of your Service Desk Plus tickets, head over to Setup. Head over to Zia and under the Artificial Intelligence tab under Sentiment Analysis, click on the hyperlink which reads View Analysis Details and you'll have an overview of the overall positive, neutral and negative conversations you've received in your Service Desk Plus instance. Zia sentiment analysis makes IT service management smarter and customer experiences better. Try it out now in Services Plus cloud. Thank you.

Technical Consultant - ITSM, ITAM, ITOM, EUS, NOC & Managed Services Expert with Automation.

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