Zoho has expanded its customer experience (CX) platform with powerful new AI and workflow orchestration features, driven by its in-house AI engine, Zia.
CRM for Everyone is now generally available globally, with enhanced Zia capabilities and new features like Connected Records and Connected Workflows.
Zia Capabilities
The platform now features several agentic AI capabilities through Zia. Users can issue natural language prompts to generate reports instantly, with the ability to review, pause, and edit in real time. Zia also enables custom module creation using plain language, allowing non-technical users to set up field types, permissions, and module structures effortlessly.
Creating workflows is similarly simplified – Zia acts on behalf of the user to automate tasks. Additionally, a unique “Image to Canvas” tool lets users convert images into functional design elements within the CRM interface, enhancing visual customisation.
Improving Customer Experience
CRM for Everyone introduces Connected Records and Connected Workflows, and is now available globally. Connected Records automatically link tasks and data across departments, ensuring continuity throughout the customer journey. Connected Workflows orchestrate tasks across multiple teams, enabling sales, marketing, onboarding, account management, finance, and legal departments to stay aligned with seamless access to contextual information. This ensures customers receive consistent experiences at every interaction point.
AI Commitment
Zoho designs its AI with customer privacy and value in mind. Zia’s models—contextual, assistive, and agentic—are not trained on consumer data and retain no customer information. Zoho delivers useful, cost-efficient AI tools without inflating customer expenses.
Availability and Pricing
AI capabilities are included in licence costs, unless stated otherwise. Team user licences (non-sales CRM users) start at KES 720 per user/month on all paid editions of Zoho CRM.