Zia's Email Intelligence reads incoming emails and surfaces insights like intent, sentiment, and a summary, enriching the data and extracting hints of activities mentioned in the email, all displayed directly within Zoho CRM to save you reading every email in full to understand its tone.
Zia groups emails into positive, negative, or neutral sentiment based on their tone, letting you prioritise which emails need attention without opening each one individually.
Beyond basic positive, negative, or neutral sentiment, Zia now breaks emails down into specific emotions: Happy, Enthusiasm, Gratitude, Trust, Confusion, Discontentment, Frustration, and Neutral. This gives a more precise read on tone than sentiment alone, for example distinguishing a customer who's simply Confused from one who's genuinely Frustrated, even though both might otherwise register as "negative." Emotion labels appear inside the email itself, on the record's related list, in SalesInbox, and on the email compose and response screens.
Zia can alert you when a customer sends multiple consecutive emails with negative sentiment, helping you catch a deteriorating relationship before it escalates into a formal complaint or a lost customer, rather than noticing only after the fact.
Zia also combines sentiment data from emails, surveys, and support tickets into a broader Voice of Customer profile for each record, with dashboards covering response-based sentiment trends and sentiment-based profile analysis that helps distinguish promoters from detractors and spot churn signals.