Generative AI services and Answer Bot feature currently supports multiple languages. For a detailed breakdown of the supported languages and associated features, refer to the Zia master sheet in the overview article. We are actively working on expanding language support even further.

1. Zia (powered by open source language model Llama 3.1 & Qwen)
   
2. ChatGPT integration via an API key
   

Availability

Permission Required
Users with the permission to access Zia can configure Zia and its features. 
Check Feature Availability and Limits

1. Privacy and security - Hosting in our own environment gives us an edge in maintaining data privacy and securing customers' data. Unlike OpenAI/ChatGPT, where the data goes out of Zoho's servers to generate responses, Zia ensures that all data stays within the Zoho ecosystem for Generative AI capabilities. This approach guarantees that customer data remains securely contained within Zoho's infrastructure, leveraging the Knowledge Base (KB) to analyze and generate suitable responses without compromising privacy or security.
   
2. Secure data storage - Zia Powered by Open Source Language Models does not store customer data in its servers. However, it processes the data temporarily to generate responses, ensuring that the data remains secure and is not retained beyond the response generation process. Zia never trains on customer data; it trains exclusively on the knowledge base articles to analyze and understand the context. Using its analytical abilities, it understands the ticket's context and summarizes a response that best suits the query.
   
3. Compliance adherence - Zia, like all Zoho services, strictly adheres to GDPR guidelines. Zia Powered by Open Source Language Models is hosted on Zoho's servers within the data center corresponding to the customer's region, ensuring that data never leaves the Zoho ecosystem. Additionally, the model is not trained on customer data, further safeguarding privacy and compliance.
   

Compliance with GDPR

Zoho Desk is compliant with GDPR guidelines. Desk, as a data processor, does not record or process your information without consent. However, as an administrator, you can moderate your preferences and choose to stop processing data, raise data delete requests, and restrict data access through API from our GDPR settings. Learn more about how Zoho Desk handles GDPR compliance.

ChatGPT as a generative AI service

Zia uses ChatGPT's OpenAI models to analyze the ticket content, understand the context, and generate response. The response can be generated from the KB as well as the open domain depending on the configuration. We recommend reading OpenAIs terms and conditions to understand their working and data processing before setting up the integration. 

Read more on How data privacy and security is handled in Desk with usage of OpenAI. 

Enabling generative AI services 

Admins who have the permission to access Zia can enable it for the entire organization by selecting the preferred service.

Generative AI can only be enabled at the organization level. The generative AI section is divided into three categories:

1. Services - Zia or ChatGPT
2. Feature preference - Insight, Summary, Writing Assistance, Reply Assistance
3. General preference  - Model selection

Services

The admin can select either Zia or ChatGPT. They can switch services whenever they want, but only one service can be used at a time.  

Feature preferences

1. Insights ( (Sentiment, Tone, & Key Topics)
   
2. Summary
   
3. Writing Assistance
   
4. Reply Assistance 
   

General preference

1. Zia - Llama 3.1 is the default model, admins can also choose Qwen.

1. ChatGPT - GPT-4o is the default model, admins can choose from GPT-3.5 Turbo (0125), GPT-4o, GPT-4 Turbo, and GPT-4o Mini based on their requirements, and view the respective pricing. 
   

DeepSeek as a generative AI service for China 

Also refer DeepSeek Privacy and Security Policy and Terms & Conditions 

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1. Navigate to Setup > Zia > Generative AI
   
2. In Generative AI page, enable DeepSeek.