AI Brings Virtual Agent to ManageEngine IT Service Software

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Cloud-based ServiceDesk Plus includes Zoho’s AI assistant for voice and chat.

ManageEngine’s new cloud version of its IT service management application includes Zia, parent company Zoho Corp’s AI assistant, in the role of a virtual IT support agent.

The new functionality helps IT service desks reduce response times and increase technician efficiency, the company says. New capabilities help ServiceDesk perform service desk operations, answer simple questions, and interact with third-party apps. Users and techs alike can chat with Zia or converse via voice to access both out of the box and customized actions.

“While business end users want on-demand access to IT service desk personnel, IT support staff prefer to focus on higher priority activities and do away with attending to Level 1 support,” said Rajesh Ganesan, vice president of product management at ManageEngine.

“Zia brings perfect balance to service desk operations by offering end users the same quality of support they’d receive from technicians, relieving support staff so they can focus on far more important tasks,” he continued. “We envision Zia will evolve into a smart AI-powered personal assistant offering contextual support, providing immediate assistance for every user in the organization, and elevating the user experience many notches.”

Service desk teams can customize their own scripts for Zia, enabling her to answer questions, initiate activities in external tools integrated with ServiceDesk Plus. Functionality, according to the company, includes:

  • Providing answers to straightforward questions.
  • Pulling up service desk data to answer more complex questions.
  • Triggering service desk operations 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.

Use of Zia as a virtual support agent lays the groundwork for enhancing service delivery and service desk efficiency with AI, said Umasankar Narayanasamy, director of engineering at ManageEngine. The firm plans to add predictive analytics and intelligent automation to Zia, so customers won’t need to write manual rules, he said.

Sue Walsh

About Sue Walsh

Sue Walsh is News Writer for RTInsights, and a freelance writer and social media manager living in New York City. Her specialties include tech, security and e-commerce. You can follow her on Twitter at @girlfridaygeek.

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