# Predictive intelligence

Smartly predict field values to boost technician efficiency

## What is predictive intelligence?

Predictive intelligence is the ability of systems or models to examine historical and real-time data. They identify patterns and make precise forecasts about future events, behaviors, or outcomes.

## Why is predictive intelligence important?

Predictive intelligence anticipates service disruptions and user issues by analyzing historical data and trends. This helps MSPs cut downtime, improve service quality, use resources wisely, and boost customer satisfaction with timely support. This makes IT operations more robust and responsive.

## Predictive intelligence in ServiceDesk Plus MSP

Zia, our built-in AI assistant, is designed to help service desk teams work more efficiently. Using predictive intelligence, Zia offers smart, context-aware suggestions and recommends the best next steps, helping technicians resolve issues faster and with greater accuracy in ServiceDesk Plus MSP.

## Stay ahead of incidents before they impact your business

![Problem prediction with predictive intelligence in ServiceDesk Plus MSP](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/predictive-ai-problem-prediction.png)

*Problem Prediction*

![Change risk prediction with AI](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/change-risk-prediction.png)

*Change Risk Prediction*

- Predict problems by clustering similar incidents to identify patterns early and prevent major outages before they occur.
- Evaluate and flag high-risk change risk levels in real time to help teams avoid disruptions and downtime.

## Streamline IT operations with smart predictions and precision routing

- Predict the right templates for the end user and technician during ticket creation to save time and collect relevant information.
- Predict the category, sub-category, and item of the ticket to classify incoming tickets efficiently.
- Prioritize tickets smartly to speed up responses and ensure each one gets the appropriate attention.
- Automate ticket routing to the right technicians and technician groups to ensure quicker resolutions, and minimize human error.
- Reopen tickets and approve requests by letting Zia interpret email replies.*

*This feature is only available in the on-premises version of ServiceDesk Plus MSP*

![Zia AI template prediction for PSA software](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/predictive-ai-template-prediction.png)

*Template Prediction*

![Zia category prediction in service requests](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/category-prediction-with-zia.png)

*Category Prediction*

![AI-based ticket priority prediction](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/zia-priority-prediction.png)

*Priority Prediction*

![Technician prediction in service request](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/technician-prediction-service-request.png)

*Technician prediction*

![Group prediction in AI-powered Zia](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/group-prediction-ai-in-zia.png)

*Group prediction*

## Deliver faster resolutions with context-aware support

![AI-powered sentiment analysis in ServiceDesk Plus MSP](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/sentiment-analysis-ai.png)

*Sentiment Analysis*

![AI-driven solution recommendation with Zia's Solution Assist](https://cdn.manageengine.com/sites/meweb/images/service-desk-msp/images/zia-ai-solution-assist.png)

*Solution Assist*

- Assess the emotional tone of customer request responses to identify satisfaction, frustration, or neutrality in service interactions.
- Generate a quick solution summary by analyzing available knowledge base articles, enabling quicker request resolution.