New in Zia: Identify anomalies in list views, plus best mode to contact recommendations

New in Zia: Identify anomalies in list views, plus best mode to contact recommendations

Hello all,
 
We're here with a couple of enhancements in Zia—Introducing anomaly detection in list views and the best mode to contact suggestions. So without any delay, let's get into the details one by one

Anomaly detection in list view

Anomaly detection is a method of spotting abnormal patterns or behaviours that don't fit the usual operational trends of a given business. It's a crucial tool for understanding significant shifts like sudden dips or spikes in sales or website traffic. These insights guide decision-makers in optimizing processes and strategies for better business outcomes.
 
Zoho CRM's AI sales assistant, Zia, is instrumental in identifying business anomalies in the following ways:
Adding to this list of capabilities, we're extending Zia's functionality so that when it detects any unusual activity or behaviour of prospects or deals in your list views, it will notify your CRM users.

Zia's anomaly detection works by identifying users' normal behaviours. Any anomaly detected—as well as the custom view for which it's detected—is displayed on the Zia Notification settings page.

Where will I get notified?
  • Zia Notification panel
    Once an anomaly is identified, you will be notified promptly through the Zia Notification panel.
    The summary in the notification will include the deviation percentage, which is calculated as the difference between the trend value and the actual value.

  • Beside the custom view
    Anomaly alerts will also appear next to the corresponding custom view. For instance, if Zia detects any anomalies in deals closing this month, the anomaly alert icon will be displayed next to the "Closing This Month" custom view in the Deals module list view. Users can click on the icon to view the anomaly and trend details.
    Anomaly icons will be displayed to each user only once. If the user wishes to view the anomaly alert multiple times, they'll need to view that information in the Zia Notification panel.

Points to remember
  • Zia will monitor the deviations in the number of records each week and notify the user in the following week.
  • You can share anomaly details through Slack, Zoho Cliq, or email.
  • A single user can only enable anomaly notification for one custom view at a time.

Zia's best mode to contact suggestions

Identifying the best time to contact a customer is crucial for sales professionals, as reaching out at the wrong moment can jeopardize potential deals and affect the customer experience. Equally important for ensuring successful customer interactions is selecting the right communication method, whether it's a call or an email.

Accordingly, we've introduced an option to pinpoint and highlight the most effective communication methods alongside Zia's existing best time to contact feature. When users activate this feature, they'll see within the "best time to contact" widget a "Preferred" label next to the suggested mode of communication.



That's all for these enhancements. Please share your feedback in the comments below.

Resources: Zia Notifications | Zoho CRM Help

Thanks
Nizamuddin

P.S. These enhancements are currently live for all users in all DCs. To check edition-wise feature availability, click here.

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