Zoho integrates generative AI technology  to strengthen AI capacity, customer experience

By Onome Amuge 

 Zoho Corporation has commenced execution plans and expansion of  Artificial Intelligence (AI) investments ,beginning with the launch of 13 generative AI Zoho application extensions and integration with its homegrown AI,Zia, to strengthen generative AI capabilities.

The leading global technology company said its AI strategy includes platform expansion and an innovation roadmap with a focus on delivering superior customer experience and value while ensuring the highest level of customer privacy and security.

Available in its marketplace, Zoho’s new generative AI extensions, powered by ChatGPT, complement the broad portfolio of AI technology Zoho already supports.  The company noted that this new technology has been contextually integrated into its applications and can be leveraged right away by users. The application extensions include:

-Zoho CRM with Generative AI which can extract important information from customer records, predict deal outcomes, create custom emails and templates, and check for grammatical errors.

-Zoho Analytics with Generative AI which allows users to import public datasets, blend them with business data, and create SQL queries from natural language.

-Zoho Desk with Generative AI with the ability to summarise tickets, analyse customer tone, generate replies from a knowledge base, and track down solutions.

-Zoho Writer with Generative AI which can suggest headlines, fix punctuation and shorten content, and integrate answers to user questions.

-Zoho Mail with Generative AI to help create multiple versions of emails, highlight action items, and generate email summaries.

-Zoho Cliq with Generative AI which paraphrase messages, transform threads into outlines, and shorten responses.

-Zoho Social with Generative AI which can produce engaging content, suggest relevant supporting media, and optimise posts.

-Zoho Assist with Generative AI with the ability to generate shareable summaries and enhance customer service.

-Zoho LandingPage with Generative AI that can create complete product-specific landing pages with forms, personalisation, SEO optimisation, and migration capabilities.

-Zoho SalesIQ with Generative AI to transcribe conversations, tag transcripts, review messages, and utilise ChatGPT Block in Zobot.

-Zoho Notebook with Generative AI to organise notes with automatic tagging and summarising, turn them into checklists, and provide grammar and spelling suggestions with Zoho Blue Pencil.

-Zoho DataPrep with Generative AI that can find external datasets and suggest relevant formulas.

-Zoho Meeting with Generative AI which allows users to index session transcripts and generate effective keynotes.

Prior to the recent development, Zoho has for over a decade, engaged in the execution and implementation of  Zia, an AI-integrated tool, across its product portfolio, developing in-house technology that runs on the company’s private cloud.

 Kehinde Ogundare, country manager, Zoho Nigeria, said the fusion of ChatGPT’s generative AI with the company’s homegrown AI features will provide users with a more intuitive, efficient, and secure experience, reflecting its deep R&D-first culture.

“As a technology partner, Zoho’s customers continue to rely on us for keeping them ahead of the curve while retaining core tenets like privacy, which they have come to respect. We will continue to deliver on this promise without compromise,”Ogundare added.

 Considering its AI roadmap and vision, Zoho said it will, In the short term, facilitate Zia’s integration with third-party intelligence, bringing the newest technology into the company’s broad portfolio of business solutions.

As Zoho progresses, the company intends to take generative AI technology in-house, ensuring its 90 million global users benefit from intelligent experiences as well as Zoho’s leading value and privacy standards.

In addition, Zoho said it  is currently developing proprietary Learning Language Models (LLMs) capable of conversing, summarising, paraphrasing, and adapting to new tasks with zero-shot learning techniques, empowering seamless AI-driven communication and knowledge discovery .