SaaS provider Zoho has launched several new tools for Zoho Desk, the principal application in the company’s customer service platform, including so-called blended conversation—a combined human-driven and bot-powered conversational service—as well as several refinements to its user interface to better support customers with accessibility needs.
Over the last few year in the customer service industry, there’s been a drastic shift toward making self-service the baseline, said Prashanth Krishnaswami, head of market strategy at Zoho, adding that although the industry expected to see some changes, the pace at which they took place caught some off guard.