Hello everyone,

We are glad to support Zia native features and Zia generative AI features for our customers in China. From hereon, all AI-features in Desk will be accessible in China data center with the integration of DeepSeek generative AI model. 

DeepSeek is one of the most widely used and legally compliant AI models in China, ensuring Zia continues to deliver intelligent and reliable assistance within the region we are including DeepSeek as a selectable GenAI model within Desk.

Built with advanced Chinese language understanding, DeepSeek offers greater contextual accuracy and fluency for Chinese content. It also supports all other languages currently available in Zia, providing users with a consistent multilingual experience across features. 

The DeepSeek GenAI model will function on a Bring Your Own Key (BYOK) model:

Once integrated with Zoho Desk, the key activates Zia’s generative AI capabilities.

To know more about Zia features please refer to Understanding Zia's Capabilities: An Overview

Some Zia generative AI features, such as Insights, Summary, and Article Generation, do not depend on the Answer Bot and will continue to work normally in all supported languages.

Reply Assistance analyzes customer queries and drafts responses using relevant Knowledge Base. Reply Assistance relies on the Answer Bot when responding using Knowledge Base articles. Therefore, Reply Assistance with Knowledge Base suggestions will not be available in Chinese, but it will continue to work for other languages supported by Zia.

For example, an agent receives a ticket in Chinese asking for a refund process. While Zia can summarize the ticket and suggest a suitable response , Reply Assistance will not be able to suggest answers from the Knowledge Base, since Answer Bot doesn’t currently support Chinese.

However, if the ticket is in English or another supported language, Reply Assistance can pull related articles from the Knowledge Base and draft a complete response, just as it does in other data centers.

For more details, please take a look at the help doc.

PM: @Kavil Rawat