Microsoft and Salesforce are two of the great technology pioneers in incorporating generative AI capabilities into a CRM. However, the great attention that is hogging the possibilities that it allows will lead other big firms to follow its path.
After the great popularity it has achieved ChatGPT in a few months, and the increasing expansion of use cases, more and more vendors are adding generative AI capabilities
On the heels of the rising tide of ChatGPT and the expansion of business use cases, vendors are now adding capabilities Artificial intelligence (Generative AI) to your CRM and ERP.
One of the first has been Microsoftwhich has embraced generative AI across all business functions, including CRM and ERP systems through Microsoft Dynamic 365 Copilot.
Business software company Salesforce has also incorporated generative AI capabilities into its CRM solution. Called Einstein GPT, the generative AI solution enables customers to connect real-time data with out-of-the-box OpenAI advanced AI models or create their own external model.
OpenAI ChatGPT will also be available via slackowned by Salesforce, and will provide conversation summaries, research tools, and assistance with composing messages.
While Microsoft claims to be “the world’s first AI co-pilot in both CRM and ERP,” Salesforce also claims the title of “world’s first generative AI for CRM.” But these firms are unlikely to be the only ones adding similar capabilities to software solutions.
A step that, as Jason Wong, analyst and vice president of Gartner, points out, is not surprising considering the evolution that software solutions are experiencing.
“With the cloud CRM market nearing saturation, the next phase for CRM vendors will be to compete on the generative AI capabilities of applications and platforms built on cloud-native infrastructure and AI foundational models.” .
Rise of Generative AI
With this in mind, Forrester data suggests that between 2021 and 2025, spending on AI software it will practically double, reaching 64,000 million dollars.
Not surprisingly, Gartner predicts that the majority of business users will consume these great basic AI models through intelligent applications, where the AI models are natively integrated with their existing applications and workflows.
Only a quarter of leaders say their organization has a fully mature AI program
For most companies, enhancing CRM or ERP solutions with generative AI capabilities can improve the workflow automation, customer experience with contextual information, and content generation. Other natural language use cases could also benefit, such as digest and enterprise search.
More than 4 in 5 leaders believe AI should be a top management priority, yet only a quarter of leaders say their organization has a fully mature AI program, according to a survey by the MIT Sloan Management Review and Boston Consulting Group.
Both Microsoft and Salesforce have stated that their teams followed ethical best practices in the development of released products.
initial image | Emiliano Vittoriosi