ManageEngine Debuts AI Assistant for ServiceDesk Plus

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The AI assistant – Zia’s actions can be custom scripted by service desk teams to answer questions, perform tasks in external tools that integrate with ServiceDesk Plus

ManageEngine, a real time IT management solutions provider, announced that its flagship IT service management solution – ServiceDesk Plus, now include Zoho’s artificial intelligence (AI) assistant – Zia, as a virtual IT support agent.

The AI assistant can reply to simple questions, can perform service desk operations and interact with third-party applications, thus reducing response time and improving technician efficiency, the company said in a statement.

Technicians and end users can chat with the AI assistant in a conversational interface or interact with Zia Voice to access over a dozen unique Zia actions, along with any custom Zia actions developed by service desk teams.

Offering support to end users

Speaking about the development, Rajesh Ganesan, Vice President – product management at ManageEngine, said, “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. 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.”

“We envision Zia will evolve into a smart AI-powered personal assistant offering contextual support, providing immediate assistance for every user in the organisation, and elevating the user experience many notches,” he added.

Umasankar Narayanasamy, Director – engineering at ManageEngine, said, “With the debut of Zia as a virtual support agent, we are laying the groundwork for enhancing service delivery and service desk efficiency with AI. We plan to add predictive analytics and intelligent automations to Zia, so customers won’t need to write manual rules.”

In addition to actions available, the actions of Zia can be custom scripted by service desk teams to answer questions, perform tasks in external tools that integrate with ServiceDesk Plus. Every custom Zia action can be developed with numerous conversations. The IT teams can add provisions for Zia to gather appropriate inputs at each stage of interaction.

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