# Make intelligent predictions for your service desk with supervised machine learning Boost technician efficiency and slash resolution times by smartly predicting field values with Zia's predictive AI. ## Field predictions powered by machine learning ![Zia powered machine learning](https://www.manageengine.com/products/service-desk/ai/images/zia-powered-machine-learning.png) - Predict problems by clustering similar incidents - Intelligent triage and routing - Automatic ticket routing to the right technicians and technician groups - Quick evaluation of change risk levels - Enhanced interactions based on end-user sentiments ## Anticipate outcomes and streamline ticket management with our predictive AI engine Zia, our in-house AI assistant, delivers comprehensive assistance that helps service desk teams work faster and smarter. With its predictive intelligence, Zia provides smart suggestions and recommends contextual actions that help technicians speed up resolution times. ## Identify potential problems by having Zia analyze incident trends Zia predicts problems by clustering similar incidents and alerts so technicians to proactively address them. Automate predictions by defining thresholds for incoming incidents or run predictions manually. Track and manage issues effortlessly from a central list of identified problems. ![Problem prediction using AI](https://www.manageengine.com/products/service-desk/ai/images/problem-prediction.png) ## Drive successful changes with intelligent change risk predictions Zia analyzes historical data and predicts potential risk levels when you log or edit a change request. ![Change risk prediction](https://www.manageengine.com/products/service-desk/ai/images/change-risk-prediction.png) ## Reopen tickets and greenlight requests by letting Zia interpret email replies Put approvals on autopilot by letting Zia interpret reply emails from your approvers. Zia can rely on its proprietary ML model or tap into the power of ChatGPT, Azure OpenAI, or Google AI Studio to predict approvals. Zia can also discern which tickets need to be reopened based on email responses from end users to ticket closure notifications. ![Zia predictions](https://www.manageengine.com/products/service-desk/ai/images/zia-predictions.jpg) ## Take appropriate ticketing actions by understanding end-user emotions with sentiment analysis Zia, by leveraging AI-powered sentiment analysis, predicts the emotional tone of requester conversations and categorizes them as positive, neutral, or negative. With overall sentiment scores and appropriate emojis placed against requester conversations, your teams can now instantly detect user sentiments and tailor their communication style accordingly. ![Zia sentiment analysis](https://www.manageengine.com/products/service-desk/ai/images/zia-sentiment-analysis.png) ## Accelerate categorization with smart suggestions Zia's field prediction capabilities can reduce the data entry efforts for your technicians by intelligently suggesting the right value for various fields like category, sub category, and even item. With this, you can ensure accurate ticket categorization—all while lightening the load on your technicians. ![Zia field prediction](https://www.manageengine.com/products/service-desk/ai/images/zia-field-prediction.png) ![Zia suggestions](https://www.manageengine.com/products/service-desk/ai/images/zia-suggestions.png) ![Zia item suggestions](https://www.manageengine.com/products/service-desk/ai/images/zia-item-suggestions.png) ## Anticipate priorities based on relevant ticket attributes Zia can automate ticket prioritization by not only suggesting but also applying the appropriate priority levels to your incoming tickets based on historic data analyzed by our ML models. ![Zia ticket prioritization](https://www.manageengine.com/products/service-desk/ai/images/zia-ticket-prioritization.png) ## Let Zia put the right technician or team to work on incoming tickets with intelligent routing predictions Streamline your technician assignment processes with categorization and prioritization of tickets. Zia can predict which technicians or technician groups have the right expertise to handle requests. Tickets are also auto-assigned based on technician availability and expertise. ![Ticket routing automation](https://www.manageengine.com/products/service-desk/ai/images/ticket-routing-automation.png) ## Recommend appropriate templates to your requesters Zia, with its predictive intelligence, can also smartly suggest appropriate templates when your users edit requests or convert a request type from service to incident and vice-versa. ![Zia's predictive intelligence](https://www.manageengine.com/products/service-desk/ai/images/zia-predictive-intelligence.png) ## Other AI capabilities you might be interested in ### [Virtual agent](https://www.manageengine.com/products/service-desk/ai/virtual-agent.html?predictive-ai) ![Virtual agent](https://www.manageengine.com/products/service-desk/ai/images/virtual-agent.png) Spur technician productivity and foster self-service through personalized, AI-powered conversational assistance. ![](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [Generative AI](https://www.manageengine.com/products/service-desk/ai/chatgpt.html?predictive-ai) ![GenAI-powered support](https://www.manageengine.com/products/service-desk/ai/images/gen-ai-powered-support.png) Unlock a range of functionalities designed to improve efficiency and overall user experience with intelligent, GenAI-powered support. ![](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [Microsoft Copilot](https://www.manageengine.com/products/service-desk/ai/copilot.html?predictive-ai) ![Microsoft copilot](https://www.manageengine.com/products/service-desk/ai/images/microsoft-copilot-for-itsm.png) Make the most of ServiceDesk Plus and Microsoft Copilot to streamline service delivery with simple natural language. ![](https://www.manageengine.com/products/service-desk/ai/images/arrow.svg) ### [Explore more features](https://www.manageengine.com/products/service-desk/help-desk-features.html?rel-fea) Optimize and streamline all facets of your IT service management operations with purpose-built, out-of-the-box modules. ![](https://cdn.manageengine.com/products/service-desk/ai/images/arrow.svg)