Artificial Intelligence Driven Customer Relationship Management: Harnessing the power of technology to improve business efficiency

Abstract

This paper investigates how the Artificial Intelligence (AI) has significantly affected Customer Relationship Management (CRM), with focus on the transformative potential of AI tools like chatbots and predictive analytics in transforming customer-business interactions. Companies that integrate chatbots can personalize their assistance 24/7, thus improving client involvement and satisfaction. Additionally, another benefit from predictive analytics, is, the successful interpretation of customers’ behaviour patterns and their future requirements to enable early or precise tailoring of the experience. It also strengthens the existing business relationship with the customers and makes business efficient and effective in terms of increased sales turnover and revenues. This study by applying the mixed method approach underlines the crucial role of management and clients’ centric approach in conditions of the intensified competition of the nowadays high-stake market environment. The research results show that the use of AI in CRM systems can be critically beneficial for a business since such a system can enhance customer experience and provide decision-makers with tools to enhance their understanding of consumer conduct and behaviours. Such competencies help companies increase their long-term performance on the market since they uncover the potential of AI in CRM. Altogether, the findings are highly beneficial as it reveals the opportunities of leveraging AI in CRM systems to deliver the clear perspectives for improving interactions with clients and organisation’s performance.The research findings demonstrate that AI-powered CRM systems offer a significant competitive advantage by enriching customer interactions, uncovering deep insights into consumer behaviours and supporting better strategic decisions making. These competencies enable companies to strengthen their market position for long-term performance by revealing the true potential of artificial intelligence in CRM. The findings are highly beneficial as it brings forth insights into AI-powered CRM systems provide a clear roadmap for enhancing customer engagement and operational efficiency.