Zoho Deepens CRM Platform with AI, Workflow Automation Features

The global technology company in a statement said the platform has now been embedded with powerful new Artificial Intelligence (AI) and workflow orchestration features, driven by its in-house AI engine, Zia.

It stated that CRM for Everyone is now generally available globally, with enhanced Zia capabilities and new features like Connected Records and Connected Workflows.

The platform now features several agentic AI capabilities through Zia, allowing users to issue natural language prompts to generate reports instantly, with the ability to review, pause, and edit in real time.

Zia also enables custom module creation using plain language, allowing non-technical users to set up field types, permissions, and module structures effortlessly. Creating workflows is similarly simplified – Zia acts on behalf of the user to automate tasks.

Additionally, a unique “Image to Canvas” tool lets users convert images into functional design elements within the CRM interface, enhancing visual customisation.

The company also stated that CRM for Everyone now has Connected Records and Connected Workflows.

Connected Records automatically link tasks and data across departments, ensuring continuity throughout the customer journey, while Connected Workflows orchestrate tasks across multiple teams, enabling sales, marketing, onboarding, account management, finance, and legal departments to stay aligned with seamless access to contextual information. This ensures customers receive consistent experiences at every interaction point.

“Many people across departments need access to customer information, yet CRMs have traditionally been limited to sales.

“With CRM for Everyone, we’re democratising access and simplifying system use through Zia’s capabilities. Anyone can now create reports, workflows, or even redesign their CRM interface using simple prompts,” the Country Head of Zoho Nigeria, Mr Kehinde Ogundare, stated.