The challenge
Zoho's product suite spanned dozens of apps with their own UX patterns, and embedding an in-product copilot without re-platforming each app was the constraint. The team also could not afford a copilot that hallucinated about real customer data or broke tenant isolation across the suite.
How we approached it
Ajuni shipped a thin embedded copilot layer that consumed each app's existing public API rather than its database, with Asha on customer-facing support and Pragna on analytics summaries. Tenant boundaries from Zoho's own auth stack were inherited end-to-end, and the copilot dropped into five apps over two sprints.
Outcomes in production
- Copilot embedded across 5 Zoho apps in 2 sprints
- 92% customer-satisfaction score on copilot turns
- Zero re-platforming required per host app
- Tenant isolation inherited from Zoho's auth stack
- In-product analytics summaries shipped to GA
Stack & guardrails
Integration & deployment
- Zoho Cloud · India region
- Claude Sonnet 4 · API
- Zoho public API integration
- Embedded JS SDK · in-app
- Tenant-scoped vector store
- Per-app feature flags
Compliance & audit
- SOC 2 Type II
- ISO 27001
- DPDP Act 2023
- Tenant isolation review
Timeline
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Week 0–1
Embed-surface design
Copilot embed pattern designed against Zoho's existing UX guidelines.
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Week 2–3
First-app pilot
Asha embedded into one app; tenant boundary validated under load.
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Week 4–6
Multi-app rollout
Embed pattern extended to four more apps with shared SDK.
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Week 7–8
GA + CSAT review
Copilot reached GA across five apps; CSAT instrumented per app.
