Zoho is committed to responsible AI integration, enhancing workflows through predictive analytics, automation, and generative AI. Shailesh Davey, CEO, Zoho, oversees large-scale data handling and engineering processes. At the recently held UserConf Mumbai 2025, he highlighted AI advancements and Zoho’s focus on ethical, practical implementation across industries for efficiency and innovation. He also shared the use of ZIA by Zoho as their AI assistant for business.
Over the past 10-15 years, AI has evolved in various forms, shaping industries and paving the way for the future.
THE EVOLUTION OF TECHNOLOGY AND AI
Technology has evolved through mainframes, PCs, the internet, mobile apps, and social media, with AI now leading the next transformation. Early AI relied on rule- based systems for decision-making, paving the way for advanced models. Machine learning introduced statistical methods, enhancing automation and predictions.
At Zoho, we adopted AI in 2012- 2013, integrating machine learning into management models. Our forecasting engine plays a key role in IT observability and User and Entity Behavior Analytics (UEBA), detecting anomalies and risks. As AI evolves, it will further reshape industries and applications.
DEEP LEARNING AND NATURAL LANGUAGE PROCESSING
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.
ManageEngine Enhancing IT Management with Advanced AI Capabilities
As businesses embrace AI-driven transformation, they must balance technology adoption with ethics, user experience, data privacy, and cybersecurity. ManageEngine UserConf'25 provides a platform for customers to connect with product experts, explore IT challenges, and optimize solutions. At the Mumbai chapter, Rajesh Ganesan, CEO - ManageEngine, discussed ManageEngine’s role in preparing enterprises for an AI-powered future.
RAJESH GANESAN
CEO, MANAGEENGINE
ManageEngine began its artificial intelligence (AI) journey over a decade ago, around 2012, by exploring machine learning and deep learning models. Initially, the focus was on applying AI to automate technology service delivery, enhance cybersecurity, and conduct user behavior analytics, anomaly detection, and predictive forecasting. Over time, as AI technology advanced—especially with the emergence of powerful Natural Language Processing (NLP) capabilities and Large Language Models (LLMs)— ManageEngine aligned its innovations with these developments to solve specific customer problems effectively.
LEVERAGING LLMS FOR ENHANCED IT MANAGEMENT
Today, all ManageEngine products integrate with LLMs to address IT management challenges efficiently. Whether it’s creating a personalized self-service IT portal, automating workflows, or building dashboards in seconds, LLM capabilities
make these processes seamless. ManageEngine products work with both publicly available LLMs and proprietary LLMs to ensure compliance, cybersecurity, and data privacy. For enterprises concerned about data security, ManageEngine offers private AI models that prevent sensitive information from being exposed to public networks, reinforcing trust and regulatory adherence.
AI-POWERED USER EXPERIENCE
ManageEngine prioritizes user experience across customer support, sales, and IT functions. AI enhances this by providing contextual data, automating responses, and enabling seamless interactions. To improve accessibility, ManageEngine supports multiple global languages, including Hindi, Tamil, and Telugu, with plans for further expansion. Compliance is equally vital. As a global technology company, ManageEngine strictly follows regulations, particularly in regions like the EU. Unlike businesses that monetize customer data, its revenue comes solely from product sales, ensuring a transparent, ethical business model. This commitment to AI ethics and compliance solidifies its position as a trusted enterprise IT partner.
With AI’s continuous evolution, ManageEngine remains dedicated to leveraging its advancements to enhance IT management, improve user experiences, and uphold the highest standards of security and compliance.
Regulations, Compliance, and Audits: The Cornerstone of Growth in India
ManageEngine, Zoho Corp.'s enterprise IT management division, helps businesses manage security, networks, servers, applications, and more. At UserConf'25 in Mumbai, Arun Kumar, Regional Director, ManageEngine, discussed how the company’s quality-over-quantity partner strategy is accelerating digital transformation for Indian enterprises.
ARUN KUMAR
REGIONAL DIRECTOR, MANAGEENGINE
Regulations, compliance, and audits are key growth drivers in India, particularly in banking and finance, where frequent audits ensure regulatory adherence. As businesses expand globally and collaborate with government bodies, compliance requirements have become more stringent. Organizations must now adhere to regulations governing data handling, storage, and processing, making compliance-driven technology adoption essential for long-term success.
DIGITAL TRANSFORMATION: RESHAPING INDUSTRIES
India has seen a rapid shift toward digital transformation across multiple industries, including banking, finance, healthcare, and education. Businesses are leveraging digital tools to improve operational efficiency, enhance security, and ensure compliance. This transformation has highlighted the growing need for cybersecurity measures, regulatory alignment, and audit readiness. The focus has expanded beyond efficiency to include risk mitigation and governance. Once known as a hub for service-based industries, India has evolved into a center for technological innovation. Global Capability Centers (GCCs) now have decision-makers based locally, managing technology strategy and implementation. Post-COVID, digital adoption has accelerated, leading to increased investment in advanced tools. Today, businesses prioritize compliance, security, and automation while using technology to enhance productivity and meet regulatory standards.
MANAGEENGINE: POWERING DIGITAL TRANSFORMATION
For over two decades, ManageEngine has played a vital role in India’s digital transformation, serving customers in more than 150 countries. Around 90% of its market operations are driven through a robust partner ecosystem, comprising 1,500+ value- added partners and global system integrators. ManageEngine prioritizes quality over quantity when selecting partners, ensuring expertise in IT management solutions. With a comprehensive suite covering IT infrastructure, endpoint management, automation, and cybersecurity, the company relies on partners to assess customer needs, deploy solutions, and provide best practices. Its "land and expand" model allows businesses to start with a few products and scale usage as they experience value. To strengthen its partner network, ManageEngine invests in training, certification, and domain expertise, transforming partners into value-added consultants rather than mere resellers.
AI-DRIVEN IT SOLUTIONS FOR THE FUTURE
ManageEngine integrates IT management solutions through a platform-based approach, offering both on-premise and cloud options. A pioneer in AI, it has embedded AI and machine learning since 2012-2013 at no extra cost. As businesses adopt Generative AI and autonomous technologies, ManageEngine prioritizes innovation and data privacy. It enables organizations to leverage proprietary AI models or public LLMs for tailored solutions. With India’s tech growth driving compliance and digital transformation, ManageEngine remains committed to delivering secure, scalable, and future-ready IT solutions that empower businesses across industries.
