If you’ve spent any time in Zoho CRM, you’ve probably come across the word “Zia”, but what exactly is it, and what can it do for you?
Zia is Zoho’s built-in AI-powered assistant, designed to help you work smarter by analyzing data, automating tasks, and offering suggestions that can move deals forward. Whether it’s determining which leads are most likely to convert, summarizing lengthy emails, or recommending the optimal time to reach out to a contact, Zia is seamlessly integrated into your CRM to help support you throughout your day.
Here’s a high-level breakdown of some key features of Zia:
Predictive Intelligence
Zia uses data from your CRM history to forecast outcomes and guide priorities.
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- Deal Prediction: Predicts the likelihood of a deal closing based on previous performance and current activity.
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- Lead and Deal Scoring: Assigns dynamic scores to leads and deals based on engagement history and conversion potential.
Email Intelligence
Zia analyzes emails beyond basic engagement metrics to provide deeper context.
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- Email Intent Detection: Identifies the purpose of an email, such as interest, complaint, or pricing inquiry.
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- Email Sentiment Analysis: Evaluates the tone of a message as positive, negative, or neutral.
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- Email Emotion Detection: Detects cues such as frustration, urgency, or satisfaction.
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- Email Summary: Generates brief overviews of long email threads for quick review.
Call Intelligence
Zia processes call interactions* to extract and organize key insights.
*Requires an integration with a telephony provider
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- Call Transcription: Transcribes recorded calls into written text.
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- Call Intent Detection: Identifies the main goal or subject of the call.
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- Call Sentiment Analysis: Evaluates the emotional tone of a conversation as positive, negative, or neutral.
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- Call Emotion Detection: Detects cues such as frustration, urgency, or satisfaction.
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- Call Summary: Generates brief overviews of calls for quick review.
Communication Optimization
Zia analyzes previous customer engagement patterns to improve your contact strategy.
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- Best Time to Contact: Recommends the most effective time to reach a specific contact based on their previous response times.
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- Best Mode of Communication: Suggests the best mode of contact based on previous touchpoints.
Product and Service Recommendations
Zia helps identify the most relevant products or services to pitch to a specific customer.
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- Zia Recommendations: Analyzes purchase history, preferences, and behavioral patterns to suggest suitable products or services. This helps sales reps align their pitches with what’s most likely to resonate with the customer, improving conversion potential.
CRM Insights Through Conversation
Zia allows users to retrieve data and insights using natural language queries.
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- Ask Zia: Zia responds to user questions like “Show me this week’s open leads” or “What’s my forecast for Q3?” with real-time data or visualizations.
Summarization
Zia helps condense long text into quick-reference summaries.
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- Notes Summary: Condenses multiple notes into a brief overview for easier reference.
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- Record Summary: Generates a high-level summary of a CRM record based on key fields, recent activity, and updates.
Writing Assistance
Zia offers support when composing or replying to emails.
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- Zia Writing Assistant: Offers grammar suggestions, tone adjustments, and phrasing improvements.
Record Enhancement
Zia supports better data quality and completeness across your CRM.
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- Data Enrichment: Finds and adds information to records by using key fields like company name or email to find and fill in missing details such as phone number, address, and company size.
If you're interested in taking advantage of any of the features mentioned above, or if you'd like help setting them up in your Zoho CRM environment, the team at TopLine Results is here to help. Feel free to reach out to us at info@toplineresults.com to get started.