December 19, 2016
Traditionally, CRM has been a place to build a record of customer interactions, but AI lets it be more than that, says Vanessa Thompson, SVP of customer experience insights at Bluewolf, a consulting agency that works with Salesforce customers.
“With AI, customer interactions become fine-tuned and ultimately smarter with every interaction and additional piece of data,” she said. It’s about using the power of that platform to be a better salesperson, and giving them more time to spend working with customers and closing sales.
“For a salesperson to predict where to spend their time or take next best action — they need the right data at the right time. They have to take data from every data source and they have to have a cognitive platform in place to evaluate that data to make decisions,” she explained.