New Zoho Desk Updates Blend Human and Artificial Intelligence

The CRM provider's newest feature delegates tasks to bots to streamline experiences

Zoho introduces Blended Conversations
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Last Edited: December 15, 2022

Ryan Smith

Zoho has launched new tools for Zoho Desk that are designed to help customer service teams evolve with the changing needs of customers and meet business expectations.

The new features include Blended Conversations, as well as refinements to the user interface to enable customer service agents to improve engagement and deliver great customer experiences.

According to Zoho, the new capabilities “remove the guesswork” for agents and minimises any friction that could lead to a bad customer experience.

Mani Vembu, Chief Operating Officer, Zoho, said: “During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less.

Great service experiences address this by forming the bedrock of sustainability through economic downturns.

“Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration, and costs-to-serve.”

Blended Conversations

Blended Conversations for Zoho Desk gives customer service agents the ability to deliver better experiences by delegating most manual and transactional tasks to bots.

The feature is a culmination of Zoho’s Instant Messaging Framework and Guided Conversations, a low-code builder for self-service experiences.

The IM Framework allows businesses to integrate any messaging service they use with Zoho Desk, pre-integrated with services like WhatsApp, Facebook Messenger, Instagram, and more.

Guided Conversations allows business users to build self-service workflows that are useful throughout the customer journey that help customers manage their relationship with the organization.

Zoho states that its Blended Conversations feature is easy to deploy and does not require external help. This allows brands to scale their conversational services without compromising on the quality of CX.

Technological Overhaul

Along with the introduction of Blended Conversations, Zoho has also announced an overhaul of the user interface.

The company states that the new design makes it simpler, faster, and more accessible to users with a broad spectrum of different needs.

Zoho says that it is its most significant step towards improving digital accessibility to date.

The updates include options to support the following:

  • Cognitive and dyslexia challenges.
  • Visual impairments, including astigmatism.
  • Animation reduction for those with seizure disorders.
  • Customization capability for those with color blindness.

How Much Does it Cost?

Zoho Desk starts at $14 per user per month for the Standard Edition, and it goes up to $40 per user per month for the Enterprise Edition.

The company has a new pricing tier called the Express Edition, priced at $7 per user per month to help smaller businesses boost their customer service platform.



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