Zoho Corporation has rolled out powerful new generative AI and workflow orchestration capabilities across its customer experience (CX) platform, driven by its proprietary AI engine, Zia. These enhancements are designed to simplify and expand CRM adoption across entire organizations—not just sales teams—by empowering all employees to interact with and customize the platform using natural language prompts.
“Traditionally, CRM tools have been siloed within sales departments,” said Mani Vembu, CEO of Zoho. “With the introduction of ‘CRM for Everyone’, we’re democratizing access to customer data and capabilities. Now, any user can leverage Zia to build workflows, generate reports, or even redesign CRM interfaces through simple commands—no technical expertise required.”
This initiative reflects a broader industry movement to break down internal silos and streamline the customer journey. Keith Dawson, Director of Research at ISG Software, noted, “Companies often struggle to align disconnected departments in CX efforts. Generative AI, like that in Zoho’s latest release, helps overcome these barriers by automating coordination and enabling smarter, unified operations.”
Key Additions to Zoho’s CX Platform
Enhanced Zia Features:
- Ask Zia for Reports: Users can generate detailed reports simply by entering a prompt. The system builds the report based on the user’s permissions and offers real-time visualization and customization options.
- No-Code Module Builder: Allows users to create custom CRM modules and configure fields and permissions using plain language—no coding needed.
- Prompt-Based Workflow Creation: Users can set up workflows via natural language inputs. Zia handles the technical backend, acting as a virtual assistant.
- Image-to-Canvas: This unique tool converts images into visual CRM designs, allowing personalized layouts and interactions.
New Features for Unified Customer Experiences
- Connected Records: Automatically links customer information across departments to maintain context throughout the customer lifecycle.
- Connected Workflows: A cross-functional automation engine that synchronizes tasks across teams—sales, onboarding, marketing, finance, legal, and more—ensuring consistency and clarity in every interaction.
Pricing & Accessibility
All AI features are included in the base license fees, making the technology accessible without additional costs. Under the CRM for Everyone model, licenses for team users (non-sales staff) start at $9 per user/month on all paid editions of Zoho CRM.
Zoho’s AI Commitment
Zoho emphasizes a responsible AI approach focused on user privacy and value delivery. Its AI models—contextual, assistive, and agentic—are developed without training on consumer data and are designed to remain lightweight, ensuring practical application without inflating user costs.
