Now, we are doing some integration to ChatGPT across various applications. First, whatever technology that we do, it is included by default within Zoho, to all our users, protecting the privacy. Last week, at Zoholics Jersey City, Zoho Chief Evangelist Raju Vegesna explained the plan: Phase 3: Build and use Zoho's own large language models and generative AI tools. Phase 2: Transition to open source generative AI tooling, bringing all customer data back in-house in Zoho's own data centers. Phase 1: Leverage (third party) OpenAI, with a customer opt-in for accessing OpenAI functions, via extensions on the Zoho Marketplace. Behind Zoho's generative AI plans - data privacy implicationsīut when it comes to generative AI specifically, Zoho has a three phase plan: This granular detail indicates Zoho's AI approach: embed AI into existing applications, with an emphasis on productivity gains, automations, and better decision-making. Ask questions within Writer and integrate answers into document.Fix punctuation and shorten content, when necessary.Suggest headlines, titles, and better word replacements.If not enough KB pieces available, track down publicly available information for solutions.Generate automatic replies from knowledge base articles.Analyze mood of customer based on tone of request.Automatically summarize incoming and outgoing tickets.Create a set of synonyms for table column names.Create SQL queries from your questions in natural language.Blend public data with business data to gather insights Get suggestions and import public datasets into Zoho Analytics.Zoho's generative AI news - application scenariosĪs for integrating generative AI into applications, Zoho's AI announcements list a slew of specific application functions: "Generative AI is the latest step along the company's innovation roadmap, blending third-party intelligence with Zia, Zoho's powerful AI engine, which runs on Zoho's secure cloud." Here is a sampling: However, when you dig deeper into Zoho's plans, you can see how their long term "data privacy first" position factors in. Up to this point, Zoho has built all their own AI tools.īut hold up: how can Zoho reconcile their data privacy stance with their use of OpenAI's third party tooling? I'll give you Zoho's explanation shortly, but my take is this: Zoho felt strongly enough about the power of generative AI to get that functionality in front of customers now. Zoho obsesses about the "leakage" of customer data to the point that they've even built their own, newly-announced "privacy centric" browser Ulaa (which is publicly available to all, not just Zoho customers). Zoho's determination to protect their customers' data privacy has led them to enterprise extremes: they've even built out their own data centers none of their customer data resides in any of the big tech public clouds. I've written on Zoho's stance on data privacy before - when it comes to customer data privacy, Zoho is resolute: Zoho takes their B2B data privacy stand - "We will not be part of this industry practice." So why was I waiting for Zoho? Because generative AI, for all its potential, also raises concerning issues with data privacy, bias, and governance. Today, at Zoholics Austin, Zoho announced their generative AI plans ( Zoho Integrates OpenAI with Zia, Strengthening Generative AI Capabilities While Upholding Core Tenets of AI Strategy). Which vendor is truly innovating in AI, and which is better at writing press releases? What's ready for prime time, and what's not? What are the risks?īut there was one AI announcement I was really waiting for: Zoho. The challenge for customers will be to determine: Let's face it - every enterprise software vendor is going to make some type of splashy generative AI announcement this year.
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