Zia - Overview | Online Help - Zoho CRM

Capabilities of Zia in Zoho CRM— A perspective

Zoho CRM harnesses the transformative power of Artificial Intelligence (AI) to revolutionise decision-making across all critical areas of your business, from initial customer interactions to their entire journey. With Zia, AI-powered assistant, Zoho CRM offers valuable insights and suggestions that permeate every aspect of CRM management, including automation, customer engagement, analytics, and data management. Let's take a look at the comprehensive overview of Zia's capabilities within your CRM ecosystem.

Zia offers you the AI experience across the breadth of Zoho CRM under six key categories:
  1. Data Management
  2. Productivity
  3. Customer Experience
  4. Insights and Analytics
  5. Intelligent Alerts
  6. Customer engagement and retention. 

Data Management 

Zia facilitates data management in Zoho CRM by providing advanced capabilities for organizing, structuring, and optimizing your data. With Zia, you can easily maintain data integrity, streamline data entry processes, and ensure the accuracy and consistency of your CRM information.

Data enrichment with Zia:

An incomplete data set will not help you when you want to reach out to customers and have meaningful conversations with them. This is where data enrichment enters the picture. Zia automatically extracts information about a customer and completes your data set, empowering you to understand your customers and cater to their needs better. Data Enrichment by Zia helps businesses enhance and enrich their customer data with additional information, such as demographic data, social media profiles, and firmographic data. This information is automatically gathered and analyzed by Zia, which uses AI and machine learning to extract valuable insights from the data. Data Enrichment with Zia can be used in a variety of ways, such as improving customer segmentation, identifying new opportunities for cross-selling or upselling, and providing personalized experiences for customers. This can also help businesses reduce data entry errors and save time and resources that would otherwise be spent on manual data enrichment.


Zia Image Validation— Maintain quality of your data set including images

Zia Vision is an intelligent image validation tool offered by Zoho CRM that helps businesses verify and validate images automatically using artificial intelligence and machine learning. The tool uses image recognition algorithms to analyse images and detect anomalies or inconsistencies With Zia Vision, businesses can easily validate images uploaded by customers or employees, such as identity documents, receipts, and invoices, in real-time. The tool can verify the authenticity of images and flag potential issues, such as forged or manipulated images, or images that do not meet certain quality standards.


Workflows in Zoho CRM help you automate routine activities to save time and effort. That said, in order to decide what kind of actions to automate, it takes some time, effort and observation for decision makers. With AI, Zia will act as that intelligent decision maker, by observing the patterns of routine activities executed in your CRM system and suggest the right kind of workflows for your organization.

Similarity recommender

The Zia Similarity Recommender helps businesses identify and recommend products or services that are similar to those that a customer has previously purchased or shown interest in.This helps improve overall customer experience by providing personalized recommendations based on their interests and previous purchases, leading to increased customer satisfaction and loyalty. Zia Similarity Recommender can help businesses to increase revenue by encouraging customers to make additional purchases and explore new products or services that they may not have otherwise considered.

Macro suggestions

The Zia Macro Suggestion will suggest businesses to automate some of the most repetitive tasks and streamline their workflows. Zia uses machine learning algorithms to identify repetitive tasks that users frequently perform and suggests macros to automate them. Users can create macros to automate tasks such as updating records, sending emails, or assigning tasks to team members thereby saving users time and effort. This can help businesses reduce errors and inconsistencies by automating tasks that are prone to human error.

Workflows suggestions

Zia helps businesses automate their sales processes by suggesting workflows that they can implement in their CRM systems. Zia will analyze data in the CRM system such as sales performance, customer interactions, and deal history, as well as contextual information such as the stage of the sales process and the type of deal. Based on this analysis, it suggests workflows that can help streamline and automate the sales process, such as automating follow-up emails or scheduling appointments. It helps sales reps follow consistent and effective sales processes, leading to increased efficiency and higher conversion rates. By automating the most repetitive tasks, sales managers can ensure a spike in overall productivity. 


Record owner suggestions

The Zia Assignment will help sales managers using Zoho CRM automatically assign leads, contacts, and deals to the most appropriate sales rep or team based on previous associations. Zia Assignment analyzes data such as geography, industry, product interest, and sales performance to determine which sales rep or team is best suited to handle a particular lead or deal. It can also take into account factors such as availability and workload to ensure that assignments are balanced and efficient. Zia Assignment can help businesses to improve efficiency and productivity by automatically distributing workload and balancing assignments amongst sales reps and teams.

Conversational AI - Ask Zia

Ask Zia is a feature in Zoho CRM that allows users to interact with Zia, the AI-powered virtual assistant, using natural language where users can ask questions, make requests, and receive instant responses. Zia can retrieve customer information, provide sales forecasts, set reminders, and create tasks, meetings or calls. Users can interact with Zia using voice or text, making it easy to get the information they need quickly and efficiently. Ask Zia can also be integrated with other Zoho applications to provide a seamless user experience across multiple platforms. By providing instant access to important information and automating routine tasks, Ask Zia allows sales teams to focus on more high-value activities, such as building relationships with customers and closing deals.

Watch recorded demonstration on Maximising Productivity and Data Management with Zia! 

Customer Experience

Best Time to Contact customers

Zia helps businesses identify the best time to engage with their leads and customers. Zia Best Time analyzes the historical communication patterns between the  business and their leads or customers and uses machine learning algorithms to predict the best time to engage with them. This feature takes into account factors such as the recipient's time zone, communication history, and response patterns to determine the optimal time to send an email, make a phone call, or schedule a meeting. It can improve communication effectiveness by ensuring that they are reaching out to their leads and customers at the best time, increasing the chances of a response or engagement.

Email and call intelligence

  1. Zia analyzes the intent, sentiment, and emotion of emails received by a business in their CRM account. It analyzes the content of the email and extract insights on the sender's intent, sentiment, and emotion. The intent analysis helps businesses understand the purpose of the email and categorise it accordingly, allowing them to prioritise and respond to emails more effectively. The sentiment analysis helps businesses identify the tone of the email, whether it is positive, negative, or neutral, and adjust their response accordingly. The emotion analysis helps businesses identify the emotions expressed in the email, such as frustration, happiness, or anger, and respond with empathy and understanding. This can help them prioritise and respond to emails more effectively by categorising them based on their intent. This can save time and ensure that important emails are addressed promptly. Zia sentiment and emotion analysis can help businesses improve their customer service by responding appropriately to the tone and emotions expressed in the email. This can lead to better customer satisfaction and loyalty. 
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  2. Zia for Calls (Transcription, sentiment, intent): Zia transcribes and analyzes phone calls received by a business. Zia uses natural language processing (NLP) algorithms to transcribe the content of the call and extract insights on the sentiment and intent of the caller. The transcription feature allows businesses to review the contents of the call, which can be helpful for training and quality assurance purposes. The sentiment analysis helps businesses identify the tone of the call, whether it is positive, negative, or neutral, and adjust their response accordingly. The intent analysis helps businesses understand the purpose of the call and categorise it accordingly, allowing them to prioritise and respond to calls more effectively. 
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Recommendation builder:
The Zia Recommendation Builder will allow businesses to create their own personalized product recommendations for their customers. Businesses can create their recommendation models for both standard and custom modules based on customer data and their business needs. This will help businesses improve their overall customer experience and also allow Sales managers to build recommendations where it's most relevant in their sales process thereby contributing more.

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Recommendation analytics:
Zia's Recommendation Analytics helps businesses analyze customer data and generate insights to drive sales and marketing strategies. Zia analyzes customer data such as purchase history, product views, and lead/customer requirements to identify patterns. Based on this analysis, it generates insights such as which products or services are most popular, which customers are most likely to make a purchase, and which marketing campaigns are most effective. It helps to improve the effectiveness of sales and marketing strategies by providing data-driven insights and recommendations. By understanding which products or services are most popular and which marketing campaigns are most effective, businesses can make more informed decisions about where to focus their resources. Also, by understanding what customers are interested in and what motivates them to make a purchase, businesses can tailor their sales and marketing strategies to better meet their needs.

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Next Best Experience 

The Zia Next Best Experience provides businesses with recommendations on the next best action to take with a particular customer or sales opportunity based on historical data and context. Zia uses machine learning algorithms to analyze customer interactions, deal history, and other relevant information to identify patterns and predict which action is most likely to lead to a successful outcome. It can provide recommendations on actions such as scheduling a call, sending a follow-up email, or proposing a specific product or service.This helps ensure that sales reps are taking the most effective actions with each customer and sales opportunity, leading to increased conversion rates and higher revenue.

Insights and Analytics

Strategy Influencer

Zia Strategy Influencer is an intelligent analytical dashboard integrated with Zoho CRM, offering predictive and prescriptive analytics with the assistance of AI-powered Zia. This specialized tool facilitates the process of setting and achieving business goals through data-driven insights. It helps bridge the gap between planning and implementation by providing accurate targets for teams and assessing factors contributing to their achievement. By studying your track record, Zia makes data-driven predictions and suggestions, providing a ready-made list of highly accurate action items to reach your goals. You have the flexibility to modify targets and action items as needed.


Zia for forecasts

Zia in Zoho CRM provides businesses with accurate and reliable sales forecasts. It leverages data from past sales performance, pipeline activity, and other key indicators to help sales teams make more informed decisions and achieve their targets.


Zia Presentation

Zia can generate ready-to-use presentation slides by analyzing your business performance data in your CRM system. You can create ready-to-use presentations for recurring monthly sales performance meetings, where you discuss projections such as leads generated, qualified, and converted, deals won, lost, or stalled, and identify the highest performing products and lowest performing territories. Zia Presentation offers a variety of tools and features to help businesses create engaging and effective presentations that include customizable templates, drag-and-drop interface, and real-time analytics that track audience engagement. Zia will also suggest changes to presentation content, such as slide order or the use of multimedia, based on audience preferences and feedback.

Intelligent Alerts

Zia Notifications

Zia Notifications are AI-powered alerts that notify users of important events or activities within their CRM system. For example, users can set up notifications for when a lead opens an email, or when a deal is won or lost. These notifications help users stay informed and respond quickly to important events.

Competitor Alerts

Zia Competitor Alert allows businesses to monitor their competitors' activities, such as changes in pricing, product offerings, or marketing strategies. Users can set up alerts to be notified when their competitors make changes, allowing them to respond quickly and adjust their own strategies accordingly.

Anomaly detection

The Zia Anomaly Detection feature in Zoho CRM is an AI-powered tool that helps businesses identify unusual or unexpected patterns in their data. By analyzing data points over time, Zia can detect anomalies and alert users to potential issues or opportunities such as detecting unusual spikes or drops in sales data, identifying anomalies in customer behaviour, or flagging potential fraud or security threats. This will help sales managers identify and respond to potential issues quickly, as well as the ability to improve overall data accuracy and decision-making.

Trend Analysis

Zia Trend Analysis uses machine learning algorithms to analyze a business's sales and marketing data and identify trends over time. This helps businesses identify patterns and make informed decisions about their sales and marketing strategies. Built on data from the past and current usage, the Trend Dashboard displays important sales metrics as patterns.

Customer engagement and retention

Prediction Builder and Analytics

Field prediction
Zia's field prediction builder is a toolkit for CRM administrators to build custom predictions in their business. It can quickly predict probable outcomes for both standard and custom modules. You can use the Zia prediction builder to forecast growth by year, costs, taxes, salary expenditures, the likelihood of winning or losing a deal, the likelihood of a user buying a product, and more. This can help businesses prioritize their data entry efforts by identifying the most important fields to focus on for a given customer or deal. .

Prediction analytics
Zia Prediction Analytics analyses historical sales data, customer interactions, and other relevant information to identify patterns and predict various outcomes like a likelihood of a deal to close, win/loss analysis of deals,predict the list of deals that are likely to be delayed. Zia Predictions will help sales reps improve the quality of their day-to-day activities and sales managers drastically enhance their decision-making. Zia will provide a score for its own prediction based on how the predictions has helped the organisation close more deals. Zia, along with its predictions, also provides recommendations on actions to take based on those predictions. Zia's prediction analytics will helps businesses to identify areas of improvement in their sales process and take proactive measures to address them. This could include adjusting sales strategies, reallocating resources, or targeting specific customer segments.

Voice of the Customer

The Voice of customer feature in Zoho CRM uses the quantitative and qualitative research provided by Zia and determines how different customers perceive your business. This includes both positive and negative aspects and the information is derived from all the touchpoints where your business interacts with your customers like email, support tickets and surveys. Based on the responses you receive from your customers, you can determine their sentiment and based on the sentiment, we figure out the intent of the interaction and the major keywords used by them. This information and analysis is available to us in the form of quadrants, cohorts and different other chart components. Based on the sentiment and the intent of the customers, you can profile the customers into different groups, the type of feedback they have given and classify them as either promoters of your business or detractors;  analyse where they are in the sales cycle and nurture them accordingly, understand market demographics, how customers are perceiving your product and provides opportunities to refine your sales and marketing strategies accordingly. 

AI scoring

The Zia Scores is an AI-powered predictive lead scoring system that helps businesses to identify and prioritise high-quality leads based on their level of engagement and likelihood to convert into paying customers. Zia Scores analyzes various data points such as email interactions, website visits, social media activity, and other relevant information to create a scoring model unique to each business. The system then assigns a score to each lead, indicating their level of engagement and the probability of them becoming a customer.

This can help businesses reduce the time and effort spent on manual lead qualification by automatically identifying and prioritising the most promising leads. It also provides valuable insights into lead behaviour and preferences, enabling businesses to tailor their marketing and sales strategies to better meet their customers' needs. This can help businesses build stronger relationships with their customers and drive long-term loyalty.

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Churn prediction

Zia's Churn Prediction helps businesses predict which customers are at the highest risk of churn, or discontinuing their relationship with the company, based on past behavior and interactions with the business. It analyzes various data points such as purchase history, support tickets, engagement with marketing materials, and other relevant information to create a model unique to each business. The system then assigns a churn probability score to each customer, indicating the likelihood of customer churn in the near future.

This will help businesses identify at-risk customers early on, allowing them to take proactive measures to prevent churn. This could include targeted marketing campaigns, personalized outreach, or special offers to incentivize customers to stay.

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