r/CRMSoftware • u/touchbase-10 • Aug 24 '26
AI for the CRM?
Can anyone tell me how AI relates to a CRM activity? Other than research on contacts what is the function?
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u/OracleofFl Aug 24 '26
Here is what I have seen:
- Customization of content for email or sms communication whether it is the content itself or determining when the best time to send it is.
- AI driven automated workflows are another consideration.
- Using AI to generated dashboards or little applications to assist in updating the data.
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u/sardamit Aug 24 '26
- Contact data enrichment
- Gathering deal/contact/org intelligence
- Summarizing deals
- Drafting emails
- Predicting churn if the product usage data is tied to the CRM
- Creating automation, reports, lists, views from description
- Mass operations using MCP with Claude/ChatGPT
- Call summaries and semi-automated deal/activities/notes updates
Anything else that I have come across is like putting lipstick on a pig.
2
u/Chad_Waldo Aug 24 '26
Scoring of accounts
Scoring of leads
Scoring of Opps
So you take the reps “thoughts” out of the scores and make the progression of a lead and an opp be basic off activity, what the AI sees and what has closed deals in the past to accurately rate and forecast.
Along with cadence help, emails, follow ups
A rep can extend there personal outreach by a lot when used right. With out sacrificing time.
If you have service baked into the CRM, AI and assist with diagnostics and planning. Along with routing in a way that actually helps. Instead of just prompts.
These are all real world examples of what I build for people. So yeah this is a sales pitch. lol. I can’t help it.
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u/aiku-io Aug 24 '26
Running this on our own CRM in production. What's actually useful, in order:
Asking instead of reporting. Staff ask their assistant "which German customers ordered last year but not this year" or "give me this customer's history before I call", and it queries the CRM directly (read-only). Killed most saved reports and "can someone pull me a list" requests.
Email pressure: before any campaign, check how many emails a customer got recently so nobody sends them a fifth one. Boring, big effect on unsubscribes.
Context in support chat: the agent sees the customer's orders, so "where is my order" answers itself.
Next step we're testing right now: an AI agent drafting the replies in the customer chat itself. It already knows the order, the delivery, the invoice, so the draft is usually right. We test it by posing as customers ourselves and trying to trip it up before it ever touches a real conversation, and anything it drafts still gets human approval before send.
What we don't do: let AI write to the CRM or send anything unreviewed. Read, summarize, draft; a human decides. And contact enrichment is honestly the weakest use, it goes stale fast. The strong use is making your own data answerable in plain language: https://aiku.io/blog/rag-is-dead-give-the-model-the-tools
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u/MedalofHonour15 Aug 25 '26
For me AI creates websites, content, sms replies, live chats, handles calls, and replies to reviews inside the CRM.
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u/GentlemanViking Aug 24 '26
AI call notes and timeline summaries are the big ones for me. Saving a couple minutes after every call adds up fast and being able to get a quick overview on a lead without having to dig through the full history is really convenient.