For years, Zoho Desk has been the command centre for customer interactions. Now, with the Autumn 2025 release, it’s getting a massive brain upgrade.

Think of this new Artificial Intelligence (AI) as a team of super-smart assistants working 24/7 to make customer service faster, more consistent, and infinitely more efficient. We’re breaking down the three major AI categories—AI Agents, Generative AI, and Invisible Automation—to show you exactly how they’ll free up your human agents to focus on what matters most: complex problem-solving and building customer relationships.

The AI Agent Duo: Solving Tickets and Building Knowledge

Zoho Desk’s new AI Agents are digital team members that can be assigned tickets just like a human. They automate the two most time-consuming parts of the support lifecycle: the initial response and the final documentation.

The Support Specialist: The Front-Line Responder

The Support Specialist is your instant, first line of defence. When a common question (an L1 case) comes in, this AI agent takes over:

1. It reads the customer’s request.
2. It instantly searches your knowledge base for the most relevant article.
3. It sends a helpful reply back to the customer.

The Benefit: This instantly solves simple, repetitive problems, freeing up your human agents from answering the same questions over and over.

The Resolution Expert: The Smart Summariser

The Resolution Expert’s job is to ensure valuable solutions are never lost. Once a human agent has closed a ticket, this AI writes a clear, concise resolution summary of what happened.

The Benefit: It builds a crucial knowledge library from past successes. Future agents can quickly read the summary to understand how an issue was solved without wading through dozens of back-and-forth emails and internal notes. Consistency and efficiency across the whole team skyrocket.

Generative AI: From Tickets to Knowledge Articles

Generative AI - the technology that creates new content - is integrated to help your team communicate and document better than ever before.

Turning Conversations into Knowledge

Traditionally, AI uses existing articles to answer tickets. Now, Zoho Desk does the reverse: it uses valuable conversations from closed tickets to create new knowledge base articles. Agents simply select the useful text from a ticket, click the "Article Generation" button, and Zia (Zoho's AI) drafts a structured article.

The Benefit: Valuable solutions are no longer lost in old tickets. Your knowledge base continuously grows, powered directly by real-world customer interactions.

AI on the Go: Mobile App Enhancements

Powerful AI tools are now available right in the Radar for Zoho Desk mobile app, allowing agents to stay intelligent while on the move:

• Ticket Summary: Instantly summarise long ticket histories.
• Reply Assistance: Get a ready-to-send reply drafted by AI.
• Generate Content: Ask the AI to draft specific text, like "draft an apology for a delayed delivery."

"Invisible" AI: Automating Your Daily Work

Some of the most powerful features are the quiet ones working in the background to eliminate repetitive, error-prone tasks.

Automatic Data Entry: Field Extraction

Imagine the tedious task of manually copying a tracking number, phone number, or product code from a customer's email into the correct field on a ticket.

The Field Extraction AI reads the email body, identifies key pieces of information, and automatically places them into the correct ticket fields.

The Benefit: This eliminates the need for complex custom coding to manage data entry, ensuring critical details are always captured correctly and saving agents massive amounts of time.

Smart Sorting: Field Prediction

Agents often waste time reading a ticket just to figure out what it’s about before assigning it.

The Field Prediction AI reads the context of the email and automatically predicts and selects the correct values for dropdown fields like Category or Priority. For example, if an email mentions "server downtime" and "error 503," the AI will automatically categorise it as "Technical Issue."

The Benefit: Tickets are categorised and routed to the correct team or agent much faster, leading to quicker resolution times for the customer.

Conclusion: Your Smarter Support System

Zoho Desk’s new AI features are not a replacement for your team; they are force multipliers. By automating data entry, summarising long conversations, and answering common questions, these tools handle the repetitive tasks that get in the way of great service.

This allows your human experts to focus on complex problem-solving and building stronger customer relationships. Start exploring these new AI features today to create a truly intelligent and efficient customer support system.