Published by  Ashish Dwivedi  on

CRM artificial intelligence and use in business

CRM artificial intelligence is simply making a CRM-controlled robot which thinks intelligently. This robot is nothing but some programs or software.

The idea behind CRM artificial intelligence or AI is to study how human brain thinks, and how humans learn, decide, and work inside the CRM, and then one the basis of this study, developing intelligent software and systems.
The main goal of CRM AI is to add some intelligent features which have intelligent behavior, learn, demonstrate, explain, and advice to CRM users. Apart from this make CRM system which can understand, think, learn and behave like humans.

It has been started in 2018 widely and as growing, it looks 2019 would be the year of CRM AI.
Apart from CRM if we look around us today’s artificial intelligence is mostly visible many wherein various products like Apple’s Siri, Amazon’s Alexa, Google’s and many more. Like this, we can say that 2019 would be the year of artificial intelligence.

If we talk about business then today’s an employee who uses a CRM system in the company is not only like to access just basic contact information of a sales lead, but also all his/her social media profiles, job history, and detailed statistics about every interaction that lead has had with his or her company.
There is a lot of information which need to process and salesperson look all of those and make an intelligent decision for best utilization of the data. This can be very tough. Analysis on the data can be another expectation from Salespersons. This is where AI comes and CRM gives some useful things e.g.

  • Prediction on leads
  • Lead Analysis
  • Forecasting
  • Recommendation

Like this with the help of AI, now a salesperson can make informed decision based on analysis of CRM and suggestions and recommendation without spend lot of time in study about lead.

Some of the popular names in CRM e.g. Salesforce, SugarCRM, Zoho, Microsoft provide AI in their platforms.

Salesforce’s AI tool is known as Einstein which makes decisions faster, make employees more productive, and make customers happier using AI-powered predictions and recommendations.

SugarCRM also launched an AI product recently know as Hint which helps user spend less time on research and maintenance.

Zoho comes with a conversational AI assistant known as Zia which is similar to assistants build in smartphones.


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