An article-level task
Open AI Article on the message. It lists the configured tasks, such as drafting replies, summarising and translating.
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AI Article TasksPRO
Draft replies and ask questions directly in the ticket.
Draft replies, ask questions and work with selected text directly on the article. Bidirectional translation helps you reply in the customer’s language: edit the English draft, then use Backtranslate to update the translated reply.
Get the right assistance on the message itself.
Draft a reply, summarise a message, translate a passage or ask a focused question. AI Article Tasks provides these actions on the article the agent is working with.
Custom questions open a dialog for describing the task. Extended tasks include additional ticket context. Selected passages can also be processed separately. Interactive mode lets agents review and revise results before using them.
AI Article Tasks · IN USE
Ask a custom question about an article.
The interactive dialog keeps the message in view and accepts the agent’s question. Extended tasks can include additional ticket context.
Interactive AI Article Task
ARTICLE PREVIEW
Since yesterday’s update, we can no longer sign in from outside the office. Login works on the company network. The message shows error E-104.
Your question or task
Which details are missing to investigate the login failure?
59 / 1000 charactersQUICK PROMPTS
Full-context replyStatus updateTicket timelineRequest missing detailsSolution summary
SendCancel
Recreated view using fictional data, checked against the Znuny 7 test interface. Some labels are translated for explanation. This illustration does not run an AI request.
An article, the ticket history or selected text?
The task selector distinguishes which information is used for a request. Agents can work with one message, include additional ticket information or focus on a specific passage.
An extended task
Tasks marked Extended include additional ticket context. The information used is configured for the task.
A custom question or selected text
Interactive opens a question dialog with a preview and quick prompts. FTS lets you select a passage; FTS Interactive combines the selection with a custom question.
Available tasks and quick prompts can be configured for the intended use. Review the result before applying it or sending a reply.
AI Article Tasks · FREE TEXT SELECTION
Select text and prepare a relevant reply
Free text selection (FTS) lets you mark an error message or a relevant passage. The AI prepares a proposed solution and greeting directly in a new outgoing message. Review the draft, add any further details and send your reply.
EXAMPLE: PROPOSED SOLUTION IN A CUSTOMER REPLY
Hello,
Please check your VPN connection to the company network and try signing in again. If error E-104 persists, please send us a screenshot and the client version you are using.
Kind regards,
Your support team
Selecting text opens a new outgoing message with a draft reply for you to review and edit before sending. Illustration with fictional data.
AI ARTICLE TASKS · MULTILINGUAL SUPPORT
Reply to customers
in their own language.
Bidirectional translation supports customer communication in widely used and less common languages. Both the customer’s request and the reply draft are also available in English, allowing you to understand the basis of the proposal and review the reply. The customer receives the reply in their own language alongside the English version. Backtranslate transfers edits to the English draft into the customer’s target language.
CUSTOMER REQUEST · FRENCH
Bonjour, depuis la mise à jour, l’accès au portail échoue avec l’erreur E-104.
Request translated into English
Since the update, portal access fails with error E-104.
Edit the reply in English
Please send us the client version and confirm whether access works on the company network.
Translate your changes back into the customer’s languageReply in French
Merci de nous indiquer la version du client et de confirmer si l’accès fonctionne sur le réseau de votre entreprise.
Review the result before sending the reply yourselfRecreated view with fictional data. English is the working language in this workflow. The button is illustrative only; this website does not run an AI request.
Understand the request
Read an English translation of the incoming customer message.
Review and edit the reply
Revise the English reply draft directly in the reply editor.
Translate your changes back
Backtranslate updates the customer-language reply while preserving your edited English version.
This feature is part of AI Article Tasks, included in Zai-LLM Pro and Enterprise and in the standalone purchase of AI Article Tasks. It uses the configured AI service. Language support and translation quality depend on the selected model. Check the content and recipients before sending. Document attachment translation is a separate feature provided by AI Document Translator.
VALUE FOR YOUR TEAM
Draft replies, ask questions and work with selected text.
Draft a reply
Request a draft and adapt it for the customer conversation.
Ask focused questions
For example, ask what is missing before escalation, directly from the case.
Select a passage
Work on a specific piece of text instead of applying every task to the entire article.
HOW YOUR TEAM USES IT
Choose a task, review the result and continue.
- 1
Choose an article task or select a passage.
- 2
For a custom question, describe what you need.
- 3
Review the result and use it in your work.
The selected task determines the context used. Article-level and extended tasks are distinguished in the interface; interactive mode supports review and revision.
Before production use, test the add-on and chosen settings in your Znuny test environment and obtain internal approval. Setup and testing assistance is available on request.
AI Article Tasks
Let’s look at your use case.
Tell us your Znuny version and the task you want to improve. We will demonstrate the relevant module and discuss your rollout.