We are surrounded by a lot of gadgets and applications based on Artificial Intelligence. A lot of people a very much dependent on the same and AI has slowly become a part of people’s lives. Artificial intelligence algorithms are used for making decisions as well as assisting us in various aspects of everyday life. Where should we start? From Alexa, Siri, Google assistant to Tesla, Boxever, Netflix, the world is slowly getting adapted to AI.
CRM refers to a Customer Relationship Management system.CRM providers typically provide software services that will enable the organization to keep a track of customer data.
It also helps to use the data accordingly and provide better service to the customer. Hence, strengthening the relationship between the organization and the customer. CRM can be used for various purposes including sales and customer service. When the representatives and sales team will have the information of customers in handy, they will be able to understand and analyze the relationship between the Microsoft dynamics CRM company and the customer.
This will be a great help for the sales team to find leads and efficiently sell their products. Nowadays many CRM providers let their customers access the software from anywhere through the cloud. This will provide the comfort of mobility as well as reduces the total cost of managing and handling the software.
Many businesses are incorporating AI with CRM to make certain areas of customer management easy and much efficient.
Ways to improvise the CRM system using AI:
- By providing a virtual assistant:
What can simplify our everyday tasks more than a virtual assistant, it is not deniable when I say that many of us are adhered to using virtual assistants for doing a lot of things every day. Many companies provide a virtual assistant to help the users understand the application and solve simple queries and attend to their problems.
This is an excellent way to communicate with the customers without requiring a lot of man force. These Virtual assistants can also be a great way to assist the customer and improve their work efficiency by doing simple tasks.
- By recording and analyzing calls and contact history:
Artificial intelligence can be generally used to keep a record of all sales calls as well as client meetings and keep aside some details that can be further analyzed or which have important details.
- By splitting and grouping customer info:
The choices and tastes of customers will always be different. Sometimes the requirements and choices of customers can vary based on different aspects. For example, customers of a certain location may need certain services. This can be identified and easily kept a track of using Artificial intelligence
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- Automate call center assistance:
Attending customer calls manually on a big scale is a time-consuming process. Moreover, as the business grows the requirement of representatives attending and helping customers will grow.
Hiring a lot of people will also be an expensive task. This is why a lot of companies and organizations are automating their call center assistance. Mostly AI is used only to perform simpler tasks and understand and note the caller complaint and take small inputs.
- Predicts leads by analyzing customer pattern:
Artificial intelligence is also used for predicting leads and purchases of a product based on the purchase history of previous clients or customers. This will help in the prediction of the company’s annual turnover and revenue. Which will in turn help in the company’s growth.
To add AI to your Customer relationship management software, the first thing required is a good AI algorithm, every task that we would want to automate and every function we would like the software to do must be added to the algorithm. Now, this algorithm must be tested with various inputs before adding it to the final software.
The second but equally important step is to collect data, clean it and provide it to the CRM which will further be the input for the software algorithm.
Whereas in some of the CRM applications Artificial intelligence algorithms are inbuilt. For instance Dynamics 365 analyses customer data and produces metrics and actionable data.
Data acquisition is extremely important as it is the input of many AI algorithms. Although we can transfer data from various applications to CRM, many CRM providers facilitate us by integrating their other applications from where the data can be taken and utilized.
In Dynamics 365, we will be able to import and export data very conveniently from all Microsoft applications like MS word, MS Excel, PowerPoint. This will make data acquisition quite simple.
After getting the required data we should clean the data, remove noisy and excess data, and remove duplicates. After cleaning the data we should segment and organize it. Now, this data can be provided as input to the AI algorithm.
Before using the system, the AI should be properly trained and the ultimate target of the organization must be specified to the system. Also, the system should be trained to recognize and act accordingly when any event happens.
CRM and AI in various Fields:
- Artificial intelligence and CRM in sales:
AI can be used for various aspects of sales. Firstly, It can be used whether or not to consider a proposal. It will also help to determine if the lead is a bad or a good match. Whether to pursue a lead or not. Artificial intelligence is also used to transcribe calls and meetings and analyze risk factors and help us make decisions.
- Artificial intelligence and CRM in Marketing:
Various marketing strategies can be automated. Marketing campaigns such as email marketing and social media marketing can be automated using AI. New products can be suggested to customers who purchased earlier. This can be done by keeping a track of their purchase history and analyzing it to find products that match their choice.
- Artificial intelligence and CRM in customer service:
As mentioned earlier, the responses for service calls can be automated, and following the complaint or request the required data can be accessed. The addition of Artificial Intelligence to your CRM will be extremely beneficial to any business or organization.