Zia is the AI agent that answers first when you start a chat with Cloud Assess support. Zia is not a person. She can answer questions about how Cloud Assess works, and she passes anything she should not answer to a member of our team. This article covers who she is, how to speak with her, what she can and cannot do, how your information is handled, and when a person takes over.
Who Zia is
Zia is our AI support agent. She is the first thing you meet when you open a chat with us, and the Cloud Assess team has trained her on the same Help Centre you can read yourself.
Zia is not a person, and we do not want that to be a surprise. Every message she sends is labelled as coming from an AI Agent. If you ask her directly whether you are speaking to a person, she will tell you plainly that she is not.
How to speak to Zia effectively
Zia's response accuracy depends heavily on 'question clarity'. Like most AI systems, the 'prompt' is as important as the 'response'.
Be as detailed as you can be with your query. Zia will reason and synthesize the most suitable response.
What Zia can help with
Zia answers from the Cloud Assess Help Centre — the same one you can read yourself, so anything she tells you is something you can go and check. She can help with:
how to do something in Cloud Assess, including enrolments, assessments, marking, records, reporting and certificates
where to find a screen, a menu or a setting
what the platform can and cannot do
how Cloud Assess works with your student management system. She will ask which one you use, because the answer is different for aXcelerate, VETtrak, Wisenet and PowerPro
how user licences work and what is included
What Zia does not do
Zia cannot see your account. She has no access to your organisation's records, your learners or your assessment evidence, and she will say so rather than guess: "I can't see your account from here."
She also will not:
answer questions about your organisation's regulatory obligations, including ASQA, AVETMISS, USI validity, NCVER reporting and audit readiness. Those go to a person every time, even when the answer looks straightforward
ask you for a password, a one-time code, a two-factor backup code or an API key, or give you one. If you are ever asked for any of those in a Cloud Assess chat, it is not us
make any change to your account, your users or your data
promise you a response time, a callback or a particular outcome
Zia works in chat only. She does not answer email.
How your information is handled
Zia is not connected to your Cloud Assess account. She cannot open your learner records, your assessments, or the evidence your learners submit. That is why she will tell you she cannot see your account rather than guess at what is on it.
Your chat is stored alongside your other support conversations and can be read by the Cloud Assess support team, the same as any chat you have with us today.
Cloud Assess does not use identifiable assessment submissions, evidence, photographs, audio or video to train artificial-intelligence or machine-learning models. That commitment is set out in our Privacy Policy, which also explains how to ask for access to, or correction of, the personal information we hold about you.
Our chat runs on Intercom, and Zia is built on Intercom's Fin. Intercom states that customer data is not used for model training by the providers of the large language models behind it.
If you would rather not talk to an AI agent at all, say so and Zia will pass you to a person.
When a person takes over
Zia hands over inside the same conversation. She will not send you to another team, another address or another channel. Your reply comes back in the chat you are already in.
She passes a conversation to a person when it is:
a question about your organisation's compliance or regulatory obligations
a request to add or remove user licences
a request to add or change mapping for a unit or module
a request to change the email address on a user's profile
a request to remove two-factor authentication from an account
an idea or a request for something the platform does not do yet
a request to export your data, or to move it between Cloud Assess and another system
a request to merge duplicate user profiles
a request to turn on a feature for your account
anything else she cannot resolve, and anything you would rather discuss with a person
Before she hands over, Zia will usually ask what the issue is, and for a link if you have one. Everything you have typed stays in the same conversation and goes across with it. You may still be asked something you have already covered.
You can ask for a person at any point, and she will not refuse. If you have not said what your question is about, she will ask you to describe it first, and then bring someone in. If you have already said what it is about, she will usually carry on helping with that, and bring a person in as soon as she reaches something she cannot do or cannot see. Either way she will not talk you out of it.