Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

Hello everyone,

Zia GenAI is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access.

We are excited to announce the Beta release of Zia GenAI in Zoho Desk, now available through our Early Access program. This innovative generative AI model is designed to enhance the efficiency and quality of customer support, and we are inviting you to experience it firsthand. 

Important notes

• Zia GenAI is currently available in AU, EU, US, and India data centers.
• Zia GenAI currently supports 13 languages - English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, Hebrew. We are actively working on expanding language support even further.

In the fast-paced world of customer support, efficiency, accuracy, and personalization are crucial. With this in mind, we're introducing Zia GenAI in Zoho Desk. While AI is already a key player in the service industry, Zia GenAI stands out by leveraging Zoho’s generative AI models to address specific challenges, such as:

• High response times
• Repetitive nature of routine queries
• Inconsistent responses across agents
• Limited contextual understanding of customer issues
• Difficulty of extracting actionable insights from vast amounts of customer data
  
  

By tackling these challenges, Zia GenAI helps support teams deliver faster, accurate, and personalized customer experiences.

Zia's advanced AI capabilities

Building on the foundation of Zia’s earlier tools—such as sentiment analysis for understanding customer emotions, keyword tagging for better ticket organization, and anomaly prediction for identifying irregular patterns—Zia GenAI takes these capabilities to the next level. It offers a more sophisticated contextual grasp of customer interactions, enabling it to provide highly relevant and actionable responses. By streamlining routine tasks and enhancing response quality, Zia GenAI empowers agents to focus on more complex customer needs and elevate the overall support experience.

Zia's generative skills

• Contextual ticket summaries
  
  Zia GenAI provides concise summaries of incoming inquiries and previous conversations within a ticket. Agents can choose from different options, including recent, initial, or multiple ticket conversations (up to five), which cover all types of interactions—such as incoming, outgoing, forwarded, and public comments. This enables agents to quickly grasp the context and history of complex tickets, which ensures they can deliver informed, relevant, and efficient responses without having to read through lengthy ticket histories.
  
  For example, if an agent is handling a long-running issue, Zia GenAI can generate a summary of the latest ticket conversations or earlier interactions within the same ticket, helping the agent provide a more precise response while saving time.
  
  
  
  
  

• Efficient responses with AI assistance
  
  Zia analyzes customer inquiries and drafts responses based on the information available in the knowledge base articles. Whether it’s addressing policy-related questions or providing troubleshooting guides, agents can resolve issues faster.
  
  For example, a ticket enquiring about a refund for a recently purchased item can be answered without an agent's intervention. Zia can analyze the tone of the email and draft a formal response with details on how to go about with the refund based on its analysis of the KB articles. It can also include the links to the company's refund policy and commonly asked questions related to the customer's request.
  
  
  

• Personalized and empathetic interactions
  
  By analyzing the tone and sentiment, Zia GenAI helps agents draft responses that align with the emotional context of the conversation. Whether the situation requires an apology for a delay or a friendly response to a simple query, Zia GenAI ensures every interaction feels personalized.
  
  For example, a customer reporting a delayed refund should receive an empathetic and prompt response. For routine inquiries, Zia GenAI will be more likely to suggest a friendly, concise reply.
  
  
  
  
  

• Customizable response lengths
  
  Zia GenAI enable agents to tailor the length of responses to suit customer needs. Whether a customer requires an in-depth explanation or a brief summary, agents can choose the most appropriate format to ensure clarity and efficiency.
  
  For example, when a customer reports a technical error in the software, Zia GenAI can generate a detailed explanation to help resolve the issue or provide a concise troubleshooting guide based on the severity of the problem.
  
  
  
  
• Proactive knowledge base growth
  
  Zia GenAI flags gaps in the knowledge base by identifying customer issues without documented solutions. This helps organizations continuously improve their knowledge repository, equipping teams to address similar issues more effectively in the future.
  
  For example, if an agent encounters a unique issue without an existing solution, Zia GenAI notifies the team to create a new knowledge base article, helping future agents resolve similar problems more effectively.
  
  
  

• Data privacy and security
  
  Zia GenAI adheres to strict GDPR guidelines to ensure customer information remains secure. All responses are generated solely from the company’s knowledge base, and ticket data is not used for training purposes.

For more information on Zia GenAI and how to configure them, please refer to the detailed help documentation on 

Redefining Self-Service for the Customer Service Industry with Zia GenAI

To enable this feature in your Zoho Desk account, please don't forget to fill out the registration form to request access. We look forward to empowering your support team with the power of AI.

For any questions or assistance, the support team is available via email at support@zohodesk.com, or queries and feedback can be left in the comment section below.

Thank you, and have a great day!

Regards,

Varsha P

Zoho Desk - User Education

• Topic Participants

• Varsha P

  

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