Qwen to be the default open source Generative AI model in Zoho Desk

Hello everyone,

At Zoho Desk, we will make the latest Qwen (30B parameters) the default LLM for our Generative AI features, including Answer Bot, Reply Assistant, and others. As a subsequent step, we will discontinue support for Llama (8B parameters).

This transition aims to further enhance Zia’s intelligence, reasoning, and contextual accuracy across all generative AI features.

We will sunset Llama tentatively by November 27, 2025, and transition all customers using Llama to Qwen internally. Customers are not required to make any configuration changes.

With Qwen, we anticipate that our Gen AI functionality will become better:

Accurate context understanding: Captures nuanced intent across complex queries.
Extended reasoning: Processes multi-step logic for precise, coherent outcomes.
Relevant summary generation: Produces concise and contextually rich summaries from the provided content.
Context-aware replies: Delivers natural, on-point responses aligned with user tone and context.
Article conversions: Transforms source content into well-structured, reader-friendly articles.

Availability

This change will be applicable for the US, EU, IN, and AU DCs from 27th Nov 2025. The change has already been applied in the JP and CA DCs.

For more information, refer to the help documentation on Setting up Generative AI Services: Zia, ChatGPT, and DeepSeek.

PM: @Kavil Rawat

Regards,

Velantina V

User Ed | Zoho Desk