Zoho’s Intelligent Assistant (Zia) & ChatGPT Updates – Summer 2023

Oct 5, 2023 | General

Zoho’s Intelligent Assistant (Zia) & ChatGPT Updates – Summer 2023

Zoho has been hard at work updating their artificial intelligence (AI) features throughout many Zoho apps. While Zia (Zoho’s Intelligent Assistant) has been present in several Zoho apps for some time, we have seen numerous updates thus far in 2023. Additionally, with the boom in generative AI, Zoho has incorporated ChatGPT into several applications.  

In addition to this blog, please review our recent webinar recording on the same topic:

Who is Zia?

Zia is Zoho’s intelligent Assistant that uses artificial intelligence (AI) to provide helpful insights, recommendations, trend analysis and more.  You may have already seen Zia in action:

Recommending products based on previous sales patternsAnalyzing customer activity (email opens, phone calls, website visits, etc.) to provide recommendations for your next timely actionScraping the internet to provide missing company and contact informationAllowing you to “talk” to Zoho with natural language processing

To learn more about Zia, please see https://www.zoho.com/Zia

What is ChatGPT?

ChatGPT is an AI chatbot that was built on a family of large language models (LLMs).  If you’re curious, ChatGPT stands for Chat Generative Pre-trained Transformer.  Essentially, that means because of it’s training using vast amounts of data, ChatGPT can understand and generate human-like answers to text-based prompts.  Tasks like summarizing content, generating essays, creating articles and writing poetry are all within the current realm of possibilities for ChatGPT.  

To learn more about ChatGPT, please see https://openai.com/chatgpt

Zoho CRM Smart Prompts via ChatGPTSmart Prompts are context-based suggestions by Zia responded to by ChatGPT.  For example, Zia provides a Smart Prompt next to the Company / Account Name in Zoho CRM.  ChatGPT can quickly provide a summary of the company’s business, their products, competitors, etc. This is incredibly valuable information to have summarized at your fingertips.  

Additionally, Smart Prompts will appear in the email composition window within Zoho CRM.  With ChatGPT, you can improve word choice, elaborate on ideas, include previously mentioned customer interests, and get subject line suggestions.  

Smart Prompts with ChatGPT

Within the Notes module of Zoho CRM, Smart Prompts with ChatGPT enable you to extract bullet points, rephrase and summarize the data.  

Smart Prompts with ChatGPT

When composing new email templates in Zoho CRM, Smart Prompts with ChatGPT can assist with your desired writing style, tone and length.  

Smart Prompts with ChatGPT

Zia Image Validation in Zoho CRM

With Zia Image Validation, you can prevent incorrect or illegible images from being uploaded to records in Zoho CRM.  There are several standard categories of images that Zia is already trained on, such as food, cars and bicycles.  However, you can provide training to Zia using your own images as well.  

 

Zia Churn Prediction in Zoho CRM

Zia Churn Prediction helps to indicate which customers are at the highest risk of churn, or discontinuing their relationship with you.  It analyzes various data points such as purchase history, support tickets and engagement with marketing materials to assign a “churn score” to each customer.  

Zia Churn Prediction in Zoho CRM

Zia Similarity Recommender in Zoho CRM

Zia Similarity Recommender identifies and prompts you to recommend products or services that are similar to those that a customer has previously purchased or shown interest in.  It analyzes various data points such as purchase history and engagement with marketing materials, leading to recommendations that boost revenue.  

Zia Similarity Recommender in Zoho CRM

Zia Next Best Experience in Zoho CRM

Zia Next Best Experience recommends the next best action to take with a particular customer or deal.  It uses machine learning algorithms to analyze customer interactions and identify patterns, giving you the next action that is most likely to lead to a successful outcome.  

Zia Next Best Experience in Zoho CRM

Zia Lead Scores and Zia Deal Scores in Zoho CRM

Zia Lead / Deal Scores use an AI-based scoring methodology to calculate an overall score indicating the likelihood of conversion.  

Zia Lead Scores and Zia Deal Scores in Zoho CRM

Zia Macro Suggestions in Zoho CRM

Zia Macro Suggestions analyzes user activities and identifies repetitive tasks.  Using the analysis provided, you can easily streamline your workflow by updating records, sending emails, and assigning tasks.  

Zia Macro Suggestions in Zoho CRM

Zia Workflow Suggestions in Zoho CRM

Zia Workflow Suggestions analyzes sales performance, customer interactions, deal history and other contextual information to make suggestions that automate your processes.  

Zia Workflow Suggestions in Zoho CRM

Zia Record Owner Suggestions

Zia Record Owner Suggestions analyzes the existing record owners and current data like geography, industry, product interest and sales performance to identify patterns and make recommendations for the best-suited sales rep or team.  

Zia Record Owner Suggestions

Zia Strategy Influencer in Zoho CRM

Zia Strategy Influencer provides predictive and prescriptive analytics.  It can measure and predict results against planned business goals, as well as assess and present contributing factors for the outcomes.  

Zia Strategy Influencer in Zoho CRM

Zia Forecasts in Zoho CRM

Zia Forecasts help set sales targets for users and teams by analyzing past sales performance, pipeline activity and other key indicators.  

Zia Forecasts in Zoho CRM

Zia Presentation in Zoho CRM

Zia Presentation automatically generates presentation slides using analytics data from CRM.  It includes customizable templates with a drag and drop interface for editing as needed.  

Zia Presentation in Zoho CRM

Zia Custom Intents for Emails in Zoho CRM

While system-defined intents have been available for emails in Zoho CRM for some time, you now have the ability to define custom intents and train Zia to recognize them.

Zia Custom Intents for Emails in Zoho CRM

Zia Call Transcription and Intelligence in Zoho CRM

Zia Call Transcription and Intelligence will utilize your integrated VOIP phone system to transcribe recorded phone calls and summarize the calls, assess the sentiment, intent and emotion.

Zia Call Transcription and Intelligence in Zoho CRM

Zia & ChatGPT in Zoho Desk

Zia & ChatGPT work to expedite ticket resolution by summarizing incoming messages, assessing customer sentiment, suggesting relevant knowledge base articles and even composing replies.  

Zia & ChatGPT in Zoho Desk

Zia & ChatGPT in Zoho Sign

With Zia & ChatGPT in Zoho Sign, you’ll get a summary of your agreements and contracts to save time during a quick review.  Of course, we always recommend reviewing any legal document in detail prior to signing.  

Zia & ChatGPT in Zoho Sign

Zia Intelligent Alerts

Zia has the ability to provide alerts via Zia Notifications in Zoho CRM, Zoho Cliq, Email, and Slack.  Notifications can include competitor alerts, anomaly detection and trend analysis.  With competitor alerts, you can monitor activities such as changes in pricing, product offerings or marketing strategies.  With anomaly detection, you can identify unusual or unexpected patterns in your data, such as spikes or drops in sales and odd customer behavior.  Trend analysis uses machine learning algorithms to analyze sales and marketing data to provide you with insights about future strategy.  

Zia Intelligent Alerts

Feature Availability Disclaimer

Please note, not all features and enhancements detailed above are available in all Zoho editions.  Additionally, some features are still in “early access”.  If you do not see a feature that you are interested in and would like assistance in gaining access, please contact us.  

Need Help? Don’t Have Time to Do It Yourself?

At AspenTech CRM we create software solutions that make business simpler. You know your business and we know software. Need help improving your systems, integrating other programs, or automating redundant tasks? Let’s partner to simplify your business. Contact us or call 866-880-4228 to start a conversation with one of our experts.

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