Ask the Experts 28: Handling customer support with AI

Ask the Experts 28: Handling customer support with AI

Hello Everyone, 

Welcome to Ask the Experts 28. This month's session is centered around what every business is looking toward—automating repetitive tasks with AI.

In Zoho Desk, you have Zoho's AI assistant–Zia, working its magic. Zia, your AI companion, is designed to support your customers and your support teams. It helps customers through Answer Bot and AI agents, while empowering your support reps with ticketing assistance, workflow automation, intelligent insights, and Knowledge Base support.



Within a ticket, Zia can help you gain insights into the customer's sentiment, tone, and the content of the conversation.

Quick highlights of how Zia can help you with customer support operations:
  1. Explore Zia's capabilities to understand the customer's mood and context for the support request.
  2. With Zia in your analytics and dashboards, you can gain insights to make informed decisions about your business.

  3. Bring your support to life with AI agents handling routine issues and seamlessly handing off to your support reps when expertise and human judgment are needed.

  4. Use Zia Auto tags and Zia in automation to get quick insights into your tickets and improve response times.
  5. Zia is designed to align with privacy and compliance standards,  even when powered by open source language models. Here is how you can set up generative AI services.
  6. Chat is a space where many customers feel comfortable reaching out for quick solutions. Enhance your chat experience with Zoho Desk's Answer bot.
Connect with our experts to brainstorm solutions to your challenges and gain insights from fellow Zoho Desk users. A few hints to get you started:
  1. How have you and your team benefited from using AI in support processes?
  2. How do you think Zia and Answerbot improve service for customers?
  3. Share your experiences (including challenges) with specific aspects, like translation, bot training, AI-generated responses, and managing ticketing operations with AI.
  4. ​What support challenges would you like AI agents to solve alongside your human support team?
  5. What has been the biggest impact of Zia on your support team and customer experience?
Use this opportunity to share how Zia acts as an intelligent support layer for your support reps and customers—and get new ideas from peers and product experts.
NotesThis session is a live text-based discussion. Ask your questions in the comments below. 
This session is open to all and does not require registration.
Our experts will answer your questions during the live session. 

Join us from where you are
Ask the Experts will be live on
Thursday, April 30, 2026
8:30 AM – 4:30 PM GMT
2:00 PM – 10:00 PM IST
10:30 AM – 6:30 PM CEST
2:30 PM – 8:30 PM GST
6:30 PM – 2:30 AM AEDT
1:30 AM – 9:30 AM PDT

Bring in your use cases and challenges. Get your answers live. 

Like and follow this post to be notified of the discussions happening in the Ask the Experts session.
Another user's question could help your business, or you could help theirs. We're looking forward to a lively session on handling customer support with AI.

See you at the session,
Lydia | Zoho Desk