Hi all,

I’ve been experimenting with building my own AI support assistant and wanted to see if anyone here has tackled something similar within Zoho.

Right now, I’ve set up a Retrieval-Augmented Generation (RAG) pipeline outside of Zoho using FAISS. It indexes our full Zoho Desk ticket history (entire conversation threads) plus our Knowledge Base. I can query the index and get pretty solid, context-aware answers.

I feel safe running this locally on my own machine. I know exactly where the customer data lives, and that it’s private and not leaking into a third-party system. That part is important to our company.

Here’s the gap I’m hitting: Zia + SalesIQ seem to present that this sort of AI-assisted support is possible. In practice, the only thing I can get working is very weak Knowledge Base recommendations — basically just keyword matches that aren’t helpful in real conversations. What I want is an agent that actually understands our ticket/KB history and can respond intelligently, not just surface links.

Ideally, I’d love to bring my existing RAG/FAISS workflow into Zoho so the agent can:

• Pull directly from Desk + KB data for accurate answers.

• Interface with customers through SalesIQ/Zobot.

• Take the repetitive load off my support team.

So my questions:

1. Has anyone managed to integrate their own RAG/FAISS (or another vector DB) with Zoho Desk or SalesIQ?

2. Does Zoho have anything on the roadmap for true custom-trained AI agents in SalesIQ/Zobot?

3. If not, what’s the safest way to bridge my existing setup with Zoho (APIs, middleware, etc.) while keeping customer data private and under my control?

I can’t imagine I’m the only one bumping into this wall — curious if anyone here has figured out a path forward.

Thanks.