# Generative AI

Leverage GenAI to complete daily service desk tasks in seconds with simple prompts

## What is generative AI?

GenAI is the capability of systems or models to generate new content based on its trained data. It generates text, images, audio, or code by combining and transforming input information to produce novel and meaningful outputs.

## Why is generative AI important in a PSA software?

GenAI speeds up support by creating context-aware responses, suggesting solutions, and generating knowledge base entries in real time, and a lot more. MSPs can leverage it within their PSA platform to reduce agent workload, cut response times, ensure consistency, and boost customer satisfaction.

## Generative AI in ServiceDesk Plus MSP

ServiceDesk Plus MSP delivers a range of AI capabilities designed to improve efficiency, communication, and service experiences. Zia, the AI powerhouse of ServiceDesk Plus MSP, enables technicians to swiftly generate resolutions and replies, and helps process owners build workflows and develop low-code scripts, delivering powerful service desk outcomes in seconds with simple prompts.

## Boost agent efficiency and accelerate issue resolution

![GenAI-powered conversation summary](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/genai-conversation-summary.png)

Conversation Summary

![Generative AI reply assist in ServiceDesk Plus MSP](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/reply-assist-using-gen-ai.png)

Reply Assist

![GenAI-powered text assist](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/zia-text-assist.png)

Text Assist

![GenAI-powered resolution assist](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/resolution-assist-in-zia.png)

Resolution Assist

![AI checklist creation for automating service request tasks](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/checklist-generator-in-zia-ai.png)

Checklist Generator

- Automatically condense lengthy support tickets into concise, actionable summaries.
- Suggest intelligent, context-aware replies in real time to speed up responses.
- Help your technicians in generating context-based content, improve grammar and spellings, translate text, and more in rich text editors across the application.*
- Guide agents step by step through common issues to increase first-contact resolution and reduce escalations.*
- Build comprehensive checklists for specific requests to ensure all required actions are completed, minimizing missed steps and improving service quality.*

## Streamline workflows, knowledge, and automation

- Transform your workflow ideas into fully functional, optimized processes in seconds with intelligent, instant workflow generation with Ask Zia.*
- Generate knowledge articles to technical issues instantly to accelerate troubleshooting and deliver fixes faster.*
- Prompt and generate low-code custom functions and custom scripts for a specific automation or template-level customizations.*

![Generative AI workflow assist helps creating IT workflows](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/genai-workflow-assist-in-zia.png)

Workflow Assist

![Generative AI solution generator for IT issues](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/solution-generator-using-zia.png)

Solution Generator

![Generative AI script generator for creating custom scripts](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/generative-ai-script-generator.png)

Custom Script Generator

## Empower end users with intelligent self-service

![GenAI-powered Zia Bot with ChatGPT integration](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/chatgpt-zia-bot.png)

Ask ChatGPT in Zia Bot

![Zia Bot powered by ChatGPT to generate solutions](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/chatgpt-in-zia-bot.png)

ChatGPT-powered solutions in Zia Bot

- Find relevant solutions powered by ChatGPT within Zia Bot interactions.**
- Suggest solutions during request creation from Zia Bot for faster self-service**

\*These capabilities are only available in the Cloud version of ServiceDesk Plus MSP.

\**These capabilities are only available in the On-premises version of ServiceDesk Plus MSP.