Zoho Introduces Advanced AI Capabilities to CX Platform via Zia

Martechvibe

16-05-2025

Zoho develops AI tools intended to support users effectively while keeping model complexity manageable to avoid additional costs for consumers.
Zoho Corporation has introduced generative AI and work orchestration capabilities to its CX platform, all powered by Zia, Zoho's in-house AI engine. These AI capabilities remove technological barriers to CRM adoption across groups of people working to serve the customer.
'Multiple people in an organisation need access to customer information, yet historically, CRMs have been relegated to only sales teams. As we democratise CRM with the launch of CRM for Everyone, we also need to build in capabilities that make it easy for anyone to build and extend CRM with simple prompts, without having to be an expert in the system,' said Mani Vembu, CEO, Zoho.
'This is where Zia's advanced capabilities come in. Now, anyone can create capabilities, workflows, or reports in CRM with a simple prompt. They can also make their CRM look the way they want with Zia's image to design capabilities.'
'A lot of enterprises look at their CX progress and wonder why they have trouble coordinating multiple processes across isolated departments,' said Keith Dawson, Director of Research, Customer Experience, ISG Software Research. 'The promise of generative AI was that it would be able to prune away many of the old barriers to progress. Happily, AI capabilities like Zoho's are delivering on that promise.'
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CRM For Everyone is generally available to global businesses. The platform enters the market having added deep Zia capabilities as well as two new features: Connected Records and Connected Workflows.
Deep Zia Capabilities: Report Creation with Ask Zia : Agentic capability wherein a user issues a prompt to create a report, which Zia builds on the user's behalf. Zia creates the report according to that user's permissions, and the user can visualise Zia's build process in real time. The user can also interrupt Zia to make additional changes, then ask Zia to resume after the override.
Custom Module Creation : A no-code experience to use plain language to customise the CRM implementation, such as creating modules, modifying field types, and customising permission configurations.
Workflow Creation with Ask Zia : Utilise plain text prompts to create custom workflows. Zia, acting as an agent, performs tasks on the user's behalf, such as creating requested workflows. Zia's agentic capabilities make it easy for anyone to set up custom workflows using simple prompts.
Image to Canvas : An image-to-design capability allowing users to bring an image to life by adding a visual design layer to the system of record, which is CRM.
ALSO READ: Zoho Announces Arabic ecommerce Store Builder And Integration
The Martechvibe team works with a staff of in-house writers and industry experts.
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Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale.
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Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases.
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Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
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Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
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HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
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Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
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Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
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Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
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Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
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