Zoho CRM gets chatty with AI

Zia can now also predict deal closures and analyse email sentiment. The company, which has witnessed a 5x growth in the five years, also introduced Catalyst—a set of capabilities that allow larger and complex businesses to build their own mobile and web apps and additions to Zoho CRM, on existing Zoho infrastructure, to serve their own businesses. 

Vijay Sundaram, Chief Strategy Officer, Zoho says, “Close to 56 per cent of Zoho’s business comes from the US, followed by Europe, Middle east and Africa, which contribute 28 per cent, and APAC region makes up 16 per cent of this pie. 

APAC is the fastest growing market as of now. CRM is the flagship product of the company and is relevant to some diverse sectors including healthcare, real estate, automobiles and almost any sales-driven business.” 

Some of the highlights of this innovation include an Interactive voice and chat-bot that does everything from answering questions like creation of new leads to monthly forecasts and practical traffic status. 

Sundaram says, “Zia analyses interaction patterns and the progress of a lead or deal in the pipeline, and suggests the probability of its closure. This helps salespeople spend their time on deals that are more likely to close. Zia also analyses emails to discover the relevant positive or negative sentiment. This helps salespeople identify critical emails and address them first.” 

In a statement made earlier, Sheryl Kingstone of 451 Research said, “Customer relationship platforms are transitioning into the next phase. The advancements in AI mean that SaaS vendors can now power their applications with Invisible Interfaces and make them easier, more natural to use - and available without having to look at a screen. 

We see these advancements in AI and voice recognition leading the way into the next transformation of business applications. Our recent research shows that 45% of the surveyed digital leaders are looking forward to use voice interface in the next 24 months.”