Is AI changing the future for CRM?

HomeIs AI changing the future for CRM?

Artificial Intelligence (AI) involves machines simulating human intelligence and carrying out tasks without any human intervention. 

AI-powered CRM tools can recognise patterns, predict outcomes, and automate sales processes. This results in the data in your CRM transforming into real, actionable customer intelligence. The more organised your data and the more streamlined your data acquisition processes, the better. You will be able to connect with your customers on a whole new level and make informed decisions based on the most up-to-date data. 

So how can Artificial Intelligence help your customer service and marketing?

Artificial Intelligence and customer service

AI is the future of customer service and will change how you interact with your customers. With CRM and AI, you can take a proactive approach to learn the patterns of your customer’s behaviour and then forecast their needs accordingly. When the customer then contacts you, these patterns can be used to intelligently offer the most likely service options or information based on the time and date of previous activities.

mobile version of Artificial Intelligence driven CRM

An AI-driven CRM can constantly monitor your customer statuses and can automatically trigger events. It can notify the right person based on these statuses, effectively eliminating any chances of a customer seeking help being missed. Moreover, an AI-based CRM will empower your customer service team by providing them with the right customer intel when responding to customer queries. 

rocket out of a laptop

Artificial Intelligence and marketing

Artificial Intelligence helps marketers to create highly personalised experiences for their customers. The combination of Artificial Intelligence and CRM lets you analyse the customer data available across social channels in real-time, which can open up possibilities for campaign optimisations. Furthermore, your team can predict the success of their marketing initiatives and campaigns and learn ways to refine them.

You can gain a deeper understanding of your customers and how they perceive your brand. This way, your team can engage the customer at the right time with the right content by leveraging artificial intelligence within your CRM platform. Overall, with AI-driven CRM, you will be in a better position to persuade and engage with your customers.

Using an Artificial Intelligence-driven CRM has the benefits of increased productivity, automations, and accurate client insights

Increased productivity

AI-powered CRMs help to boost your business’ productivity. AI allows employees to spend more time focusing on value-adding activities while CRM system chatbots handle repetitive tasks like answering FAQs and helping customers with problems that are easy to solve.

Sales and customer service teams sometimes struggle to manage their phones all the time. AI-powered virtual assistants and chatbots can solve this. A chatbot can help answer routine questions or schedule meetings. AI-powered chatbots and virtual assistants are helpful to follow up with new leads or continue nurturing sequences. This ensures that prospects are continually engaged and frees up your team to complete other value-adding activities.

Furthermore, due to rapid advancements in Natural Language Processing (NLP) and Natural Language Understanding (NLU) capabilities are broadening for virtual assistants and enabling them to understand conversational nuances, slang, and emotional sentiments. As these tools get smarter, their potential for interacting with customers and prospects increases.

People using a laptop on a Artificial Intelligence driven CRM
Artificial Intelligence driven CRM workflow


Manual data entry is a huge burden on CRM users as typing in each customer interactions and preparing reports can take hours each day. This takes time away from building relationships, nurturing leads, and closing deals. AI-powered tools can automate manual processes like entering data, looking up customer information, exporting reports, and centralising data pulled from various channels and interfaces. Certain AI tools can also eliminate the need to mine through LinkedIn or other social platforms for prospect information which free up a lot of time for employees.

Accurate client insights

Artificial Intelligence is useful for giving businesses actionable insights about their customers. CRM analytics powered by AI can help you leverage predictive lead scoring to classify accounts based on their probability of conversion. Moreover, an AI-driven CRM will provide insights that will enable you to identify serious buyers and build stronger connections with your customers by tapping into data from past interactions and similar leads. This shows that the future of AI in business is bright and will change how companies function. Furthermore, AI can gather data and analyse it to give you a better idea of what works, what doesn’t work, and how you should progress in the future, all while doing it faster than humans could ever accomplish on their own.

Artificial Intelligence driven CRM insights

Artificial intelligence is increasingly revolutionising business acquisition and retention by replacing traditional approaches. With the help of an AI-driven CRM, you can collect reliable data that can be managed and used for centralised interactions. Overall, artificial intelligence is required for CRM to thrive in the era of digital transformation.

If you would like to learn more about CRM and artificial intelligence please contact us