As we have moved to virtual briefings, I have increasingly been excerpting short video segments (with permission) as part of my Analyst Cam series.
This time it is Dilip Nagarajan, CRM Product Manager at Zoho. He demoes Blended Conversations introduced in their Desk product in the Fall 2022 release announced today.
That’s ‘blend’ as in human-driven and bot-powered conversational service experiences. In effect, it allows customer service agents to delegate tactical tasks to bots, while retaining control of the overall service experience.
Desk is one of the most utilized applications in the Zoho family of products. While Dilip demoes with a WhatsApp interface, Zoho’s Instant Messaging (IM) Framework also supports Facebook Messenger, Telegram, WeChat and other services and allows for mixing them in customer conversations. Impressive how easy the low-code tools Zoho delivers makes leveraging of such automation. The productivity impact across 100K customers who use Desk should be dramatic.
Dilip also walked me through the enhancements to the UI delivered in this release. They deliver speed and accessibility improvements for users with cognitive and other shortcomings. That deserves its own episode at a later time
