Upgrade Zoho Desk Agent-Side Answer Bot to GenAI

Upgrade Zoho Desk Agent-Side Answer Bot to GenAI

Hello Zoho Desk Team,

We hope you're doing well.

Following the recent announcements and rollout of the GenAI-based Answer Bot in Zoho SalesIQ (Nova '25), we’d like to formally request a similar upgrade for the Answer Bot used by agents inside Zoho Desk.

🚩 Current Limitation

The current agent-side Answer Bot in Zoho Desk relies on traditional keyword-based matching, often returning a list of articles instead of conversational, contextual responses Thats leads to limited usability.

✅ Feature Request

We request that the agent-side Answer Bot inside Zoho Desk be upgraded to use the same GenAI technology that powers the new SalesIQ GenAI Answer Bot. Specifically:

  • Generate contextual and concise answers based on knowledge base content, instead of just showing article links.

  • Support natural language understanding, enabling agents to interact with the bot more conversationally.

  • Retain access to underlying articles if deeper reading is needed.

  • Ensure language support, including Hebrew.

Ideally, the upgrade should be configurable per portal, with a toggle to enable the GenAI experience for internal agents.

🎯 Why This Matters

The agent-side Answer Bot has the potential to significantly reduce resolution time and improve support quality—if enhanced with GenAI capabilities. Right now, it doesn’t fully support our agents in real time due to its limited understanding and static responses.

The new GenAI implementation in SalesIQ is a major step forward, and we believe bringing that same power to Zoho Desk would greatly benefit many teams.

Thank you for your time and for considering this request. We’d love to be included in any early access or beta programs related to this functionality.

Best regards,
Ram

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