In particular, AI-driven CRM might lead to the creation of 800,000 direct jobs, and 2 Mio. of indirect jobs. The year 2018 is likely to turn out to be the mayor year for AI adoption.
On the basis of a survey, IDC has identified the top CRM categories where AI technology will benefit the most. These are:
- Corporate marketing, branding, advertising (30% of respondents)
- Product or service marketing (39% of respondents)
- Marketing operations (39%)
- Customer support (43%)
- Digital commerce (40%)
- Customer analytics (38%)
- Customer influenced product or service design (40%)
- Product or service pricing, finance (38%)
- Customer billing, inventory, logistics (41%)
- Partner management (41%)
The most important use case for use of AI in CRM include:
- Sales and marketing lead scoring (83% of responding AI adopters)
- Sales opportunity scoring (80%)
- Sales forecasting (61%)
- Customer service case classification/routing (83%)
- Chatbots for customer service or product selection (75%)
- Cross-selling and upselling (68%)
- Fraud Detection (64%)
- Credit risk scoring (61%)
- Email marketing (87%)
Solutions For Customer Analytics
Semalytix offers solutions for customer analytics and customer service case classification / routing. Our solutions are powered by the latest deep learning technology. Our partner company mercury.ai offers conversational bot technology that supports customer service automation. Contact us!
http://www.semalytix.de/