B2B AI adoption is a strategic shift, not just a tech upgrade. Key challenges are GDPR compliance (requiring transparent, legal data use), ensuring high-quality data, and managing cultural change (requiring reskilling and trust).

AI in B2B is evolving from augmentation tools like Generative AI and NLP to autonomous Agentic AI systems. This shift means AI will manage entire workflows, making decisions and executing complex tasks end-to-end.

Zoho Service Plus was launched at Zoholics UK 2025. It's a unified bundle of seven core Zoho apps designed to fix fragmented customer service by streamlining all workflows into a single, cohesive platform.

At Zoholics UK 2025, Suvish Viswanathan outlined Zoho's AI strategy: a foundational layer that’s Embedded, Explicit, and Agentic. The focus is on practical tools, from background automation to collaborative agents, empowering businesses without replacing people.

Zoho Desk uses its AI, Zia, to transform customer support. Zia automates tasks like ticket tagging, field prediction, and traffic anomaly detection, freeing agents from manual work. It also provides key insights via dashboards, helping your team work smarter in the AI era.