Deep learning transformed language processing, enabling sentiment analysis in IT Service Management

SHAILESH DAVEY
CEO, ZOHO

Deep learning transformed language processing, enabling sentiment analysis in IT Service Management (ITSM) to classify tickets by tone and urgency. Early chatbots emerged but were limited. With transformer- based models, AI advanced in text, code, and insight generation. In  Zoho’s  ITSM, AI analyzes data for recommendations and summarizes conversations for quicker responses.

In IT observability, AI analyzes monitoring data and performs root cause analysis. By correlating data with application dependencies and topology maps, AI quickly identifies system issues, enhancing IT operations with real-time insights.

GENERATIVE AI AND LOW- CODE DEVELOPMENT

Generative AI has transformed Zoho’s solutions, enabling rapid development. In our low-code platform, users create applications by providing prompts, with AI generating structured templates for refinement. In ITSM, AI-driven code generation simplifies SLA customization and ticket automation— users describe requirements, and AI generates scripts. Human oversight ensures accuracy and alignment with intended use cases.

ZIA: THE AI-POWERED MULTI- AGENT PLATFORM

At Zoho, we are developing ZIA, an advanced AI agent designed to operate across various  business  platforms.  ZIA  is a comprehensive AI system with multiple components. It integrates both public LLMs and in-house models hosted within Zoho’s data centers, ensuring data privacy and security. It operates on data from ITSM, IAM, SIEM, and analytics platforms. Over the past decade, we have developed  AI skills, including workflow automation, API integrations, and knowledge retrieval, which ZIA leverages. The upcoming ZIA Agent Studio will allow businesses to create custom AI agents. Additionally, ZIA executes tasks like password resets,  asset  management, and automated communications, ensuring efficiency.
 

ZOHO’S AI FUTURE INVESTMENTS

Zoho has made significant AI infrastructure investments, incorporating GPUs, CPUs, ASICs, and FPGAs to optimize performance. While GPUs dominate AI workloads, we are exploring energy-efficient alternatives, including specialized AI chips, to enhance performance and sustainability. Collaborating with industry leaders like NVIDIA and Intel, we leverage cutting-edge AI advancements.

Our innovations will be showcased at the upcoming NVIDIA conference in the US, demonstrating Zoho’s unique AI approach. We look forward to an exciting AI-driven future for businesses and industries.