The zoho division dedicated to business IT management solutions, Manageengine, has announced an update at Servicedesk Plus that will take the generative AI to this platform Unified service management. A step that is a transformation in the experience of the solution of the solution, as well as an increase in the productivity of its end users, fundamentally technical and responsible for processes.
Manageengine’s strategy for Servicedesk Plus is focused on offering customers the possibility of choosing the AI provider they need to carry out their tasks. Customers can use ZIA LLM, without additional costs for use, or choose between public’s suppliers, such as Chatgpt and Azure OpenAi. In this way, they can take advantage of the model that suits them for each AI function and optimize the associated costs.
Among the novelties that Servicedesk Plus will incorporate from now on is the Virtual Agent Ask Zia, with a LLM interface and multimodal support. Promoted by generative, allows ending, technical and processes users to achieve their objectives in conversational. It offers answers instantly, search the Service Desk, extract and summarize articles from the knowledge base and carry out ticketing actions. All this while it works as the main point of contact for each role.
Another improvement is Ask Zia Workflow Assist, who acts as a personal expert in workflows and helps processes responsible to pass theoretical plans to complete workflows. Workflo Assist includes descriptive requirements and images, and generates visual workflows with suggestions for automation, conditions of conditions and correction of disconnected nodes.
Servicedesk Plus will now have improvements related to generative AI that will allow it to generate resolutions from ticket conversations, previous notes and tickets, generate verification lists, create custom javascript fragments for templates and recommend solutions when users create or edit tickets.
Umasankar Naryanasamasamasamasamasamasamasamy, VicePresidente De ManageEnginestressed that «a Measure that the initiatives of AI in companies are accelerated, it is important to ensure that they are integrated fluidly into the business IT ecosystem and that they learn and adapt to workflows to make the most of their potential. «With the virtual agent Ask Zia and the other functionalities with integrated that are already available in Servicedesk Plus, IT equipment and business service management can use them without additional cost in their cases of high value use, both for employees and customers. In Manageengine, we will continue to invest in the development of our own End-To-End technological battery, to help customers quickly obtain results in their AI initiatives, at the same time ensuring the highest safety and privacy standards of the data«.
