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AI Becomes Essential in Sales Marketing and Customer Care Software

Posted on Thursday, May 30, 2019 and filed under

With artificial intelligence growing tremendously in the past few years, more and more companies have started including it in different software to automate work and boost productivity. Everyone from multinational companies like Adobe to Microsoft and Oracle is welcoming AI into various departments.

Oracle recently announced that they would be adding more artificial intelligence features to their sales tools suit. A few days later, Salesforce came out with similar news. The company will focus on enhancing customer service experience by adding AI to their chat box feature. As two leading companies, they have been perfect examples for other small and big enterprises to follow.

Assisting Customers Seems to be the Priority

Most companies are using artificial intelligence to improve their sales, marketing, and customer service software to make it more convenient for their customers. By offering it to their customers, they are hoping to achieve their business goals in a shorter time. Paul Greenberg, managing principal, The 56 Group said that even though AI has been in existence for quite some time now, companies are only understanding its importance right now and including it in their software. Greenberg is credited for writing many CRM-related books with the most famous one being CRM at the Speed of Light.

By continually investing in AI, Oracle, Adobe, Microsoft, and Salesforce prove that technology is here to stay. It also indicates that AI has become a part of their companies and all customers must accept it, and the technology isn’t optional. Tech companies have found it challenging to help big companies integrate AI into their system because there’s a lot of data and the process happens at a large scale. However, the technology will help them solve complex issues in little time. On the other hand, small enterprises are using AI to offer better customer service or reduce query responses coming through chatbots.

Suitable for Companies of all Sizes

By integrating AI into their system, small companies can behave like big ones, and the big enterprises get a chance to solve problems quickly and efficiently than they would be able to be earlier. Machine learning, a sub-type of artificial intelligence, allows the companies to see patterns that humans can’t find in the pile of data available in front of them. After you feed in the requirements, AI will sort out the data and give you exactly what you want to take the process ahead.

Greenberg also mentioned that technology has undergone multiple changes in the past few years and has transformed from predictive to prescriptive. It means that AI can suggest the types of features and marketing campaigns can boost sales or how to combine different elements for a marketing campaign. Brent Leary, the principal chief, CRM Insights, firmly believes that when voice is used with AI, it is easier to use different software and boost user engagement.

Currently, sales professionals have to type information on their computer, which consumes time and lowers productivity. If voice commands replace that, employees will be able to do their work faster and offer better service to customers. At the same time, AI will analyze data and provide insights, so employees don’t have to do that anymore.

Becoming a Crucial Part of Every Software

All this only concludes that AI has become a vital part of every software, especially after significant players in the industry have started using it.  Abhay Parasnis, chief technology officer, Adobe mentioned in a summit in 2018 that AI will be the single most transformational force in the tech industry. He is right because it has already become an essential part of sales, marketing, and customer care software.

Around 18 months ago, Adobe started integrating AI into its main software and welcomed AI software developers on board. They focused on selecting individuals that think out of the box. After refining the software for in-house use, they reached out to their partners opened to evaluate the algorithms so that they could build their own Adobe AI tools. The companies might be introducing features like intelligent auto cropping and smart tagging.

Parasnis is spending most of his time on developing Sensei, Adobe’s AI. Even though he doesn’t know where the software will be in the next ten years, he and his team are trying their best to bring the vision to life.