What is CRM?

Explained

CRM systems manage customer data and interactions. AI enhances CRM with predictive analytics, lead scoring, automated follow-ups, and personalized experiences—enabling smarter customer engagement.

Decision guides that use this term

• AI voice agents vs IVR: when should a conversation replace the menu?

Related terms

• Automation Executing tasks without human intervention, often with AI for complex decisions.
• Predictive Analytics Using data to predict the future (sales, failures, demand).
• Acceptance Criteria Testable conditions that define when a feature or model output is “done” and correct.
• AI Bill of Materials Inventory of model lineage, datasets, dependencies, and licenses for an AI system.
• AI Governance Framework of policies, processes, and controls for responsible and ethical AI use in the enterprise.
• AI Native Architecture and processes designed from the ground up for AI, not as an afterthought.