Gartner Research

How to Get Started, and Grow, With AI Enhancements in CRM

Published: 23 February 2018

ID: G00344289

Analyst(s): Jeffery Skowron


Leading CRM vendors are leveraging AI capabilities, such as machine learning and NLP, to augment their application functionality. Technical professionals should start by assessing embedded AI capabilities and exploring how to use them to solve business issues and deliver better customer engagement.

Table Of Contents


  • Embracing, Understanding and Using AI-Enhanced CRM Functionality
  • Explore AI Configuration, Reporting and Sandbox Functionality
  • Investigate How Your Data Enables AI in CRM
  • Explore Your Vendor's CRM AI Capabilities
    • Adobe Sensei
    • AI Capabilities Integrated With Microsoft Dynamics 365
    • Oracle Adaptive Intelligent Apps
    • Pegasystems' Customer Decision Hub
    • Salesforce Einstein
  • Grow Your Artificial Intelligence Knowledge, Skills and Experience
  • Determine Your AI-CRM Approach, and Steadily Grow Your Efforts
  • Understand the Benefits and Limitations of AI-Enhanced CRM


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