In this episode of The Daily AI Show, the DAS crew had an engaging discussion about how artificial intelligence is advancing customer relationship management (CRM) systems.
Key Points Discussed:
- Customer insights - AI can uncover hidden insights in customer data, like discovering niche consumer segments based on patterns. This expands product capabilities.
- Tools like Salesforce Einstein equip CRMs with natural language processing to handle queries more conversationally. AI can also automate communications for personalization.
- Restraint needed - Subtle hyper-personalized messaging may not boost customer lifetime value. AI enabled CRMs should carefully match capabilities to consumer preferences to avoid fatigue.
- Future advances - AI could have more natural conversations with customers, gently inquiring about needs. Automating rote tasks also frees staff to focus on relationships.
Overall, the DAS crew is excited about AI’s potential in CRMs, but advises thoughtfully implementing it based on human experience. Key opportunities exist in data insights, automation, and intelligent conversations.
