Zoho Deepens CRM Platform With AI And Workflow Automation Features

Zoho Corporation, a global technology company, has expanded its customer experience (CX) platform with powerful new AI and workflow orchestration features, driven by its in-house AI engine, Zia. These innovations are designed to make CRM more accessible across organisations, not just for sales teams.

“Many people across departments need access to customer information, yet CRMs have traditionally been limited to sales,” said Kehinde Ogundare, Country Head, Zoho Nigeria. “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.”

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

Zia Capabilities Deepen CRM Power

The platform now features several agentic AI capabilities through Zia. Users can 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.

Improving Customer Experience with CRM for Everyone

CRM for Everyone introduces Connected Records and Connected Workflows, and is now available globally. Connected Records automatically link tasks and data across departments, ensuring continuity throughout the customer journey. 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.

Availability and Pricing

AI capabilities are included in licence costs, unless stated otherwise. Team user licences (non-sales CRM users) start at NGN 4300/per user/month on all paid editions of Zoho CRM.

Zoho’s AI Commitment

Zoho designs its AI with customer privacy and value in mind. Zia’s models—contextual, assistive, and agentic—are not trained on consumer data and retain no customer information. Zoho delivers useful, cost-efficient AI tools without inflating customer expenses.