MetriNote – Zoho Adds Generative AI and Workflow Orchestration to CX Platform

Author: Layne Haaksma, Senior Research Analyst What's the news? May 14, 2025 – Zoho added deeper AI and work orchestration capabilities to its CX platform, powered by its in-house AI engine, Zia. These capabilities, aimed at broadening CRM adoption beyond sales teams, enable non-experts to build reports, workflows, modules, and capabilities within Zoho’s CRM platform, CRM for Everyone, with a simple text prompt. Key tools include Ask Zia, for report and workflow creation, a no-code module builder, and an image-to-design feature that visually customizes CRM interfaces. This update aims to eliminate technical barriers and empower cross-functional teams to actively engage in CRM processes without needing special skills. In addition to the new Zia capabilities, Zoho introduced Connected Records and Connected Workflows within CRM for Everyone, which streamline collaboration across departments by automatically linking related records and coordinating interdepartmental workflows. CRM for Everyone is available now, and AI capabilities generally are included in license costs. Licenses start at $9 per user per month for non-sales CRM users.