Smart Prompt
User productivity plays a pivotal role in business efficiency. More often than not, businesses try to scale their growth by accelerating their users' performances. While business acceleration is an important factor, equipping your business with the right tools for productivity makes the actual difference.
Let's take a day in a sales rep's life, for example. It typically involves a range of activities like data analysis, lead capturing and vetting, persuasion, negotiation, and so on. They require a spectrum of skills to complete a single sale successfully. While a seasoned sales rep might have the talents they need to accomplish this, it still requires a substantial amount of information and processing to be accurate and agile.
This is where the need for artificial intelligence comes into play. AI models act as adept assistants that provide processed information on demand. Arming your business with a powerful AI model not only increases productivity but also enhances user experience and improves the quality of business outcomes.
Zia is Zoho's artificially intelligent assistant. It processes your CRM database to understand datasets, recognize patterns, interpret behaviors, and come up with data-backed predictions and recommendations. Other important facets of Zia include Contextual intelligence, Business intelligence, and Conversational intelligence. It can generate contextual responses to your queries; analyze business performances and simplify findings; understand sentiments, emotions, and intents from your email correspondences; and suggest stellar subject lines.
In line with these capabilities, Zoho CRM's Smart Prompt feature enables you to leverage generative AI to accelerate productivity and streamline tasks. You can choose between Zia LLM (Zoho's native AI model) and OpenAI’s ChatGPT* to respond to prompts and queries.
To learn more about Zia and its capabilities, click here.
Smart prompt
Smart Prompts provide context-aware suggestions to streamline workflows and decision-making. Users can rely on Zia's insights and choose their preferred AI engine—Zia LLM or ChatGPT—for responses.
Availability
Smart Prompt is available for all organizations in Enterprise and Ultimate editions of CRM in the US, EU, IN, and AU DCs.
Permission Required
Only Administrators can enable/ disable Smart Prompt for an organization.
How does it work?
Smart Prompt integrates the power of Zia and your choice of LLM source—Zia LLM or ChatGPT—to deliver contextual, relevant, and actionable suggestions. From understanding your business data to generating precise responses, these AI models collaborate seamlessly, despite their distinct capabilities.
Data processing
- Zia LLM: As Zoho's native AI model, Zia LLM operates entirely within Zoho's secure infrastructure. It processes your CRM data, learns from your business workflows, and provides insights that are personalized to your organization.
- ChatGPT: Developed by OpenAI, ChatGPT uses external training data (up to 2021) to generate human-like responses. It is best suited for tasks requiring a broader understanding of language and concepts outside your CRM data.
ChatGPT is OpenAI's conversational bot that generates human-like responses to different types of manual prompts and queries. Its natural language processing capabilities enable it to understand the context and intent of your queries, interpret writing styles, translate content, and generate on-demand responses. Read more about ChatGPT here. 
Notes:
- Smart Prompt with ChatGPT, the integration is built with a gpt-3 AI model.
- The generative responses provided by ChatGPT are based on its training data. The accuracy, consistency, and relevance of these responses depend on the nature of the prompts and the information available within its training set.
- ChatGPT doesn't respond to prompts about personal information.
Prompt execution
Zia identifies relevant and dynamic prompts based on the context of your CRM activity. These prompts can guide users toward actions like refining emails, summarizing notes, or gathering insights about a record. Once the prompt is suggested, users can select their preferred AI engine:
- Zia LLM: Processes prompts using its native understanding of your CRM data.
- ChatGPT: Leverages its extensive text-based training to articulate broader or generalized responses.
Learning and pattern recognition
Zia’s advanced machine learning capabilities ensure that Smart Prompt suggestions are context-aware. By analyzing CRM data, recognizing patterns, and predicting user needs, Zia ensures the suggestions are precise and timely. The chosen AI engine—Zia LLM or ChatGPT—then processes these suggestions to generate relevant and actionable responses.
This collaboration allows Smart Prompt to streamline your workflows, improve decision-making, and enhance overall productivity.
What can you achieve using Smart Prompt: Business Scenarios
Prompts appear in most places in your CRM and based on their location, the prompts vary. This will enable you to derive a wide range of insights about your record.
The following are some scenarios where Smart Prompt will benefit your business:
- Knowledge management: On-demand and supplementary information about a prospect or a customer is an added advantage when you are on the run. In addition to what you know about them, you can rely on Smart Prompt to fetch more information with a click of a button. You can learn more about their company, what they offer, evaluate their business bandwidth, and so on before making a pitch. This extensive knowledge will help solidify business-customer communication and relationships.
- Customer Correspondence: You rely on emails for a major part of your correspondence. This is where you exchange requirements and offerings, and it's what you use to send signed agreements with your customers. In all those communications, you need to stay on point with your vocabulary and be succinct in your message. This is where you can use Smart Prompts. As you compose an email, you can choose to rephrase your sentences, explore a product/ feature mentioned in the email thread, enhance your vocabulary, or seek more conversational assistance.
- Productivity management: Storing vital, useful, and preferential information as notes is an effective productivity hack. It acts as a reference point to discuss further requirements and process business offerings—which is why it's it's important to make sure those notes are extra clear. Smart prompts can help you extract data points from your on-the-go notes as points so that you can look at the deconstructed takeaways. You can also rephrase or ask Smart Prompt to summarize.
- Campaign assistance: To attract and nurture quality leads, you need powerful and effective marketing messaging that is smart and relevant to the campaign. Using Smart Prompts, you can draft email templates with the desired writing style and text length. You can determine if you'd like for your message to sound professional, casual, humorous, descriptive, narrative, or sarcastic, as well as whether you'd like the length of your text to be short, long, or medium.
Working with Smart Prompt
You can identify Zia's Smart Prompt using this icon: 
, in the following places within Zoho CRM.
- Inside record details page
- Near field values
- In places with descriptive texts
- Email console - before composing
- Email console - after composing
- Email replies
- Templates
- Notes
Smart Prompt and data security and privacy — how it is handled
At Zoho, data security and privacy are of paramount importance. We are committed to responsibly managing customer data and ensuring compliance with global privacy standards. The following points outline how we safeguard data security and privacy with Smart Prompt.
Compliance with GDPR and HIPAA
Zoho CRM adheres to GDPR and HIPAA guidelines, ensuring robust data protection measures:
- GDPR Compliance: Zoho CRM does not record or process user information without consent. Administrators have full control to manage preferences, stop data processing, raise data deletion requests, and restrict API data access through GDPR settings. Learn more about GDPR in Zoho CRM.
- HIPAA Compliance:
- Smart Prompt is not available for fields containing health-related information.
- Neither Zia LLM nor ChatGPT processes PHI-encrypted fields.
Learn more about HIPAA compliance in Zoho CRM here.
Handling business emails
Smart Prompt provides various suggestions for composing and refining email content. However, stringent measures are in place to protect user data:
- Content privacy: Smart Prompt only processes the content in the email composer window. It does not consider the entire email thread, ensuring that sensitive context is masked.
- Recipient and attachment security: No recipient information (to/cc/bcc) or attachments are subjected to processing by Zia LLM or ChatGPT.
- Generated content privacy: Suggestions generated by Smart Prompt, once copied or replaced into the composer window, are not stored.
- Data access: Zia LLM does not auto-fetch record information into the email composer.
Handling record information
To ensure contextual privacy:
- Smart Prompt processes fields individually rather than analyzing or summarizing entire records or notes.
- It is not available for fields containing personal or sensitive information, including PHI-encrypted fields.
- Only general field types such as "Company," "Industry," and similar are processed. Sensitive or protected data types are excluded.
Refer to the table below for a list of fields available for Smart Prompt processing:
Modules | Fields subjected to processing |
Leads | Company, Industry, Website |
Contacts | Account Name, Vendor Name |
Accounts | Account Name, Website, Industry |
Deals | Account Name |
Tasks | Subject |
Calls | Call Agenda, Subject |
Quotes | Subject, Terms and Conditions, Account Name |
Vendor Name | |
Sales Orders | Subject, Terms and Conditions, Account Name |
Vendors | Vendor Name, Website |
Cases | Subject, Internal Comment, Account Name, Solution |
Solutions | Questions, Answer |
Appointments | Additional Information |
For more information on our privacy commitment, click here.
Enabling Zia's Smart Prompts
Enabling Smart Prompt is a one-step process. Simply toggle the enable option option in your preferred LLM. However, to connect with ChatGPT with Zia, you have to provide the alphanumeric API key.
To enable Zia's Smart Prompts
- Go to Setup (⚙) > Zia > Smart Prompts.
- In the Smart Prompt page, toggle the Prompts Suggestion option.
- For Zia LLM, on the deployment confirmation pop-up, click Yes, Deploy.
- For ChatGPT, first click Configure, and add the API Key.
- Click Save.
- And you're ready to use Smart Prompt in your CRM.
See also: Frequently Asked Questions on Zia's Smart Prompt
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