2025 年 12 月，《财富》杂志记者鲁克米尼・拉奥走进 Zoho 研发中心，与 Zoho 创始人兼首席科学家斯 瑞达•温布、Zoho CEO 马尼坎丹・温布、集团 CEO 沙伊莱什•戴维及其他核心高管围坐畅谈，这场轻松 却富有深意访谈，呈现了 Zoho 在 AI 版块的前瞻布局、近些年高速增长的动力来源及对未来全球化市 场的研判。 此外，Zoho 在语音识别模型上也有新动作，去年中旬分别推出了针对英语和印地语的 ASR 模型，这类 语音模型能够与 Zia LLM 高效联动，实现会议纪要、客服工单等多场景自动化，为企业客户提供高效 安全的语音驱动工作流。 不同于通用大模型的场景使用逻辑，「我们努力的方向是，是通过自研技术，聚焦 B2B 企业场景，探 索企业级 AI 应用边界。」 从白手起家，到成为全球云计算赛道的百强企业，三十年的风雨兼程，Zoho 不仅实现了从本土到全球 的业务跨越，更成为了 SaaS 企业全球化的标杆典范。 Zoho 企业级 AI 应用探索 「大约半年前，市场上曾盛行一种观点，AI 将会接管大部分的软件工作。半年过去，这种声音小了很 多，显然短期内很难实现。市场从早期对 AI 的理想化狂 ...

Core Viewpoint - The integration of AI into e-commerce is seen as a new productivity force, but consumer experiences with AI features often fall short of expectations, highlighting a gap between technological advancement and user satisfaction [4][17][30]. Group 1: AI in E-commerce - AI is becoming a significant productivity tool for e-commerce platforms, with applications like AI shopping assistants, digital human live streaming, and virtual fitting rooms being integrated into apps [4][17]. - Major platforms like Taobao, JD.com, and Douyin are investing heavily in AI to reduce costs and improve efficiency, with AI technology reportedly lowering operational costs by approximately 70% [20][21]. - The use of AI in live streaming has shown promising results, with over 1 billion views during major sales events, indicating a strong consumer engagement with AI-driven content [20]. Group 2: Consumer Experience with AI - Consumers often find AI features in e-commerce to be lacking, with many expressing frustration over AI's inability to understand complex queries or provide personalized recommendations [5][12][26]. - A significant portion of consumers still prefers human intervention, with 45.5% occasionally using human support and 33.7% requiring it when needed, indicating a demand for improved AI problem-solving capabilities [26]. - Users have reported humorous and frustrating interactions with AI, such as repetitive questioning and irrelevant suggestions, which detracts from the overall shopping experience [15][29]. Group 3: Future of AI in E-commerce - The future of AI in e-commerce is expected to evolve from isolated functionalities to comprehensive operational support, enhancing user trust and engagement throughout the shopping lifecycle [30]. - Reports suggest that by 2025, e-commerce will account for 16.49% of industries utilizing AI digital humans, indicating a growing trend in this sector [23]. - The competitive nature of the e-commerce industry necessitates continuous improvement and adaptation of AI technologies to meet evolving consumer needs and preferences [31].