What Zia Is
Zoho’s AI layer across CRM, Desk, and other apps. Features: predictive lead scoring, email sentiment, anomaly detection, next-best actions, chatbot, voice-to-text.
Predictive Lead Scoring
Trained on your closed-won data. Scores new leads by likelihood to convert. More useful than rule-based scoring at scale.
Sentiment
Email and ticket sentiment analysis. Drives escalation and routing. Catches unhappy customers before they churn.
Anomaly Detection
Flags unusual patterns — sudden pipeline drop, ticket spike, unusual login. Early warning system for ops.
Setup
Requires sufficient historical data — predictive models need 6+ months of closed deals or resolved tickets to train well.