A few years ago Salesforce made a far-reaching strategic decision to embrace AI at the core of the platform's growth. As time has shown, the risk paid off. Last year Salesforce introduced Einstein
– AI helper offering a range of features, such as predictive analytics
and natural language processing, and users were quick to pick it up. Not all Einstein capabilities are available yet, some will be introduced later in 2018. But even now it is clear that artificial intelligence is the future driving force of customer relationship management, as it allows automating some quite simple yet time-consuming tasks, getting insights into customer behavior, powering reporting and so much more.
This year we believe the key Salesforce CRM artificial intelligence trends will be the following:
- higher user adoption of AI-powered automation tools;
- more artificial intelligence features introduced in other CRMs;
- further introduction of virtual assistants.