Zoho Desk is the agent's productivity partner, centralising all support channels for omnichannel service. Zia AI automates tasks like response generation and priority tagging.

For AI to work, you need Digital Maturity: clean data and streamlined processes. Zoho embeds AI (Zia LLM) into its unified platform to empower sales, service, and finance. Their core principles: your data is private, focus on value, and deliver the "next best action" via homegrown, integrated tech.

Zoho Desk's Autumn '25 update debuts game-changing AI. New AI Agents resolve and summarise tickets (Tier 0). AI auto-generates Knowledge Base articles from resolved tickets. AI also reads and organises unstructured email data, and Zoho introduces custom On-Demand Mobile Apps.

At Zoholics UK 2025, Suvish Viswanathan outlined Zoho's AI strategy: a foundational layer that’s Embedded, Explicit, and Agentic. The focus is on practical tools, from background automation to collaborative agents, empowering businesses without replacing people.

Zoho Desk uses its AI, Zia, to transform customer support. Zia automates tasks like ticket tagging, field prediction, and traffic anomaly detection, freeing agents from manual work. It also provides key insights via dashboards, helping your team work smarter in the AI era.