Spotlight #4 - Leverage the power of AI to get smart and intuitive lead assignment suggestion

In the fourth edition of our Spotlight series, we're going to discuss a few handy Zia features. Before we put the spotlight on Zia assignment suggestion and its importance, let's take a quick run-through of  what Zia actually does. 

Zia in CRM 

Zia is Zoho's artificial intelligence-powered assistant that works for across several Zoho products. In the context of CRM, Zia helps to simplify your sales routine. She uses machine learning to keep a tab on all your past interactions and gives you meaningful insights and suggestions. She predicts the likelihood of the deal closure date, suggests the products your clients might be interested in, and so if you are looking to generate reports, Zia does it in seconds and fetches the details in charts, pivots and tables. Zia drastically reduces manual effort and data errors in everyday tasks. 

Zia Record Assignment Suggestion 

Zia assignment suggestion leverages the power of data mining to recommend an ideal owner for the incoming leads. Automating the lead assignment process saves a lot of time and effort. It also reduces the inadvertent slips that may occur due to manual interventions.  

To understand this better, let's discuss an example - As a sales manager, you are used to assigning leads in a certain way based on parameters like region, industry type, and such. Zia understands your assignment patterns and helps you automate it. She observes the sales routines of your reps and suggests workflows to automate them. Let's say whenever a new lead is assigned to your sales rep, he/she sends a welcome email, schedules a call, creates a meeting request and, a task. Zia observes this routine, and will suggest workflows to automate these steps. The workflow suggestions can be previewed and implemented with ease.  Assigning a lead to an ideal owner would involve a lot of specifics - owner territory, schedule, availability, product interest, source, language, and dozens of other relevant criteria. A lot of these specifics get lost in the way and this lessens the chances of conversion. 

Zia record assignment lets you configure different criteria based on your industry's specifications like territory, product interest, lead source and other parameters, such that only the leads that satisfy the criteria will be automatically assigned to the selected representative. 

To enable Zia assignment suggestions, check the option during configuration of assignment rule under:

Settings--->setup--->Automation--->Assignment rule.

Create a new assignment and check for the option Zia suggested user.

   

Advantages of using Zia assignment suggestion 

Before assigning a record, Zia assignment suggestion takes into consideration      

 the user's mode of communication, status, and workload.

 

Mode of communication:

Zia will observe the type of communication a user frequently performs. She draws a pattern from the observation about the user's preferential mode of communication. 

For example, if a user mostly interacts with email as his/her preferred mode of communication, then records that have value in the email field will be assigned to that particular user. 

Status of the users: 

During the lead assignment set-up, if you check the "user availability before assigning record", then Zia looks into the user's availability. In other words, Zia checks whether the user logged into t CRM or not. If the user is not online, the record will be automatically assigned to the default user. 

Users workload: 

Zia will consider the threshold limit of each user before assigning the lead, that is, the number of) records a user manages in a day. If a user's threshold is 40 leads a day, then Zia will understand that the user has reached the maximum before the suggestion. Zia keeps a tab on the threshold limit and suggests users who have fewer records as per their daily limit. This ensures that the users are not overloaded, and the work is distributed evenly.

For salespeople, time is money. Zia helps eliminate time spent on mundane tasks by automating them so that your sales team can invest this time to close more deals efficiently.

 

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