Zoho unveils Blended Conversations and new user interface for customer service platform Zoho Desk

Zoho unveils Blended Conversations and new user interface for customer service platform Zoho Desk

- New user interface offers greater accessibility for users with cognitive and dyslexia challenges; visual impairments, seizure disorders and color-blindness.

Dubai, United Arab Emirates — Zoho Corporation, a leading global technology company, today launched an updated version of Zoho Desk, the anchor application in the company's customer service platform, to help customer service teams evolve with the changing needs of customers and meet heightened business expectations.

Supporting Arabic language, the new version includes Blended Conversations, a seamless combination of human-driven and bot-powered conversational service experiences, as well as several refinements to the user interface. These developments enable customer service agents to improve engagement and deliver higher-value customer experiences, removing the guesswork for agents and drastically minimising friction that often results in bad customer experiences.

Zoho Desk witnessed an overall 579 percent growth in the MEA region over the past five years, with UAE among top fastest-growing markets in the region recording more than 36 percent CAGR since 2021.

"The best companies are doubling down on customer retention during challenging economic times by offering great service experiences," said Hyther Nizam, President, Zoho MEA. "However, brands trying to scale their customer service through conversational channels face challenges like complexity in bot design and integration, inability of