{"id":72292,"date":"2025-07-17T16:40:29","date_gmt":"2025-07-17T15:40:29","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72292"},"modified":"2025-07-17T16:40:29","modified_gmt":"2025-07-17T15:40:29","slug":"zoho-makes-5-major-moves-to-expand-its-ai-portfolio","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/zoho-makes-5-major-moves-to-expand-its-ai-portfolio\/","title":{"rendered":"Zoho Makes 5 Major Moves to Expand Its AI Portfolio"},"content":{"rendered":"<p>Zoho has announced several new AI solutions for its ecosystem.<\/p>\n<p>That ecosystem comprises AI tools integrated into the user experience, so they work in the background without the user even knowing it\u2019s AI.<\/p>\n<p>Yet, there are also default Zia Agents that cross Zoho\u2019s products. Businesses can deploy these agents &#8211; often at no extra cost &#8211; to automate simple tasks or as &#8220;digital employees&#8221; within a system.<\/p>\n<p>Zoho has built and hosted much of this AI on its own infrastructure, enabling the business to better manage costs and its roadmap.<\/p>\n<p>Now, it has made several significant steps along this roadmap. Here are five of the highlights.<\/p>\n<h2>1. Zoho Launches Zia LLM<\/h2>\n<p>Zia LLM is a set of three large language models that Zoho has\u00a0built in-house.<\/p>\n<p>These models come\u00a0with different parameter sizes:<\/p>\n<ul>\n<li><strong>1.3 billion parameters<\/strong><\/li>\n<li><strong>2.6 billion parameters<\/strong><\/li>\n<li><strong>7 billion parameters<\/strong><\/li>\n<\/ul>\n<p>Each model was trained separately, meaning that the two smaller models are not distilled versions of the larger seven billion model.<\/p>\n<p>Zoho has promised that more models will be released in the future, too.<\/p>\n<p>Why? To provide right-sized models that appropriately balance accuracy and cost.<\/p>\n<p>Celebrating the launch, <strong>Raju Vegesna, Chief Evangelist at Zoho<\/strong>, noted:<\/p>\n<blockquote><p>Our AI assistant (Zia) is already performing well with the new LLM. We like the progress we\u2019re seeing.<\/p><\/blockquote>\n<p>Indeed, according to Vegesna,\u00a0Zia LLM already performs better than LLama 2. However, the Zoho man admitted that it\u2019s \u201cnot quite at the level\u201d of LLama 3, yet!<\/p>\n<p>Critically,\u00a0Zoho customers\u00a0won\u2019t be limited to using only Zia LLM. The CRM giant also supports various third-party LLMs, including those from\u00a0OpenAI,\u00a0Google, and others.<\/p>\n<p>If customers prefer to use those models, they can do so through the vendor\u2019s\u00a0AI Bridge.<\/p>\n<p>Zia LLM\u00a0will be one option within the\u00a0AI Bridge, and businesses can choose what works best for them. In some cases, it may be a combination of these models used in sequence, depending on specific needs.<\/p>\n<h2>2. Zoho Builds an Agent Marketplace, Adds 25+ Agents<\/h2>\n<p>Zoho depicts a future where it develops and makes \u201chundreds\u201d of contextually integrated agents available across its product lines.<\/p>\n<p>These agents will complete tasks relevant to real-life organizational roles, including customer service, sales, and account management.<\/p>\n<p>Now, Zoho has integrated 25+ new <a href=\"https:\/\/www.cxtoday.com\/crm\/zoho-zia-agents-what-are-they-and-what-can-they-do\/\" target=\"_blank\" rel=\"noopener\">Zia Agents<\/a> across its portfolio. Amongst these is a Customer Service Agent.<\/p>\n<p>The agent takes inbound customer contacts, extracts the intent, and then either triages to a relevant rep on Zoho Desk or resolves them directly.<\/p>\n<p>Yet, this is only one example. Many others\u00a0are available via the new Zoho Marketplace, a dedicated place for its customers to implement first- and third-party AI agents across the Zoho ecosystem.<\/p>\n<p>Already, the Marketplace includes AI agents to spot upsell and cross-sell opportunities, analyze deals, screen candidates, and more.<\/p>\n<p>The vendor\u2019s ecosystem comprises partners and independent software vendors (ISVs), which may post agents on the Marketplace alongside individual developers, who can build agents via the new-look Zoho AI Agent Studio\u2026<\/p>\n<h2>3. Zoho Makes It Simpler for Businesses to Design Their Own Agents<\/h2>\n<p><a href=\"https:\/\/www.cxtoday.com\/crm\/zoho-previews-ai-agents-commits-to-low-pricing-shares-more-on-its-ceo-transition\/\" target=\"_blank\" rel=\"noopener\">Announced in February 2025<\/a>, the Zia Agent Studio offers a hub for brands to build, test, and optimize their own Zia Agents. Now, it has simplified the process.<\/p>\n<p>How? By including access to 700+ oven-ready actions that function across Zoho&#8217;s products.<\/p>\n<p>In leveraging these, brands can build AI agents of varying complexities to meet unique needs. For example, they may create sales agents\u00a0that qualify leads, assign tasks, take notes, and send emails.<\/p>\n<p>After building such an agent, businesses can harness knowledge, either from within Zoho or external sources, and define the tools that the agent will use.<\/p>\n<p>The agent can then be deployed in many ways. For instance, the business can deploy it as a digital employee in\u00a0Zoho CRM, where it integrates into the system\u2019s permission structure.<\/p>\n<p>From there, it&#8217;s possible to manage roles and profiles, ensuring the agent has the necessary permissions to perform tasks.<\/p>\n<p>Interestingly, Zoho also allows brands to deploy the agent as an individual user with a name, email address, and role, creating a personalized digital employee.<\/p>\n<h2>4. Zoho Expands the Capabilities of Ask Zia<\/h2>\n<p>Zoho has expanded the capabilities of Ask Zia, the integrated AI assistant that works across all its applications.<\/p>\n<p>The tech giant also updates the solutions just three months ago, enabling Ask Zia to help create workflows, customize orchestrations, and even convert screenshots into canvas designs.<\/p>\n<p>Now, Zoho is expanding the assistant\u2019s skillset in two main areas:\u00a0data engineering\u00a0and\u00a0data analytics.<\/p>\n<p>Starting with engineering, Zia may now take instructions like &#8220;import sales order data from Zoho CRM&#8221; or a third-party source. Once the data is imported, Zia can then combine datasets, group them, and push the transformed data into Zoho Analytics as a new table.<\/p>\n<p>Once the data is in Zoho Analytics, businesses can analyze it further.<\/p>\n<p>For instance, it might generate insights like monthly sales contributions by channel and even provide reasoning for sales drops, spikes, and other trends, and &#8211; in some cases &#8211; even suggest ways to improve results.<\/p>\n<h2>5. A New MCP Server Expands the Scope of Agent Deployments<\/h2>\n<p>An\u00a0MCP (Multi-Client Protocol) Server\u00a0is a tool that allows users to expose their data quickly and easily to AI applications.<\/p>\n<p>MCP is a standard defined by Anthropic and is now part of Zoho. As such, its customers can expose data not just from Zoho to third-party tools, but also vice versa.<\/p>\n<p>Zoho has already connected\u00a0with 200+ third-party applications, alongside its own Zoho apps, allowing businesses to automate cross-system workflows.<\/p>\n<p>As an example of how this works, consider exposing data from\u00a0Zoho CRM. Users may choose the data they want to make available through the MCP server and then analyze it in a third-party model like ChatGPT, enabling a data analytics flow.<\/p>\n<h2>The Hot Take: Zoho\u00a0Will Differentiate Via Its Price-to-Performance Ratio<\/h2>\n<p>AI models are becoming commoditized. Zoho&#8217;s approach to building its own and hosting them on its own architecture will help it deliver a better\u00a0price-to-performance ratio\u00a0as this trend continues.<\/p>\n<p>Additionally, the vendor continues to innovate outside of large language models and agentic AI, also launching a new automatic speech recognition (ASR) model, which is not covered above.<\/p>\n<p>In doing so, Zoho continues to march to the beat of its own drum, delivering innovations that serve how customers leverage its platform, not just whatever the next big industry trend might be.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Zoho has announced several new AI solutions for its ecosystem. That ecosystem comprises AI tools integrated into the user experience, so they work in the background without the user even knowing it\u2019s AI. Yet, there are also default Zia Agents that cross Zoho\u2019s products. Businesses can deploy these agents &#8211; often at no extra cost [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":72294,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-72292","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agent","tag-ai-agents","tag-autonomous-agents","tag-crm","tag-enterprise","tag-erp","brands_to_track-zoho","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Zoho Makes 5 Major Moves to Expand Its AI Portfolio - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM &amp; 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