Sage CRM 2023 R1 introduced a new feature called the Narrative Tab. It is accessible in the Company tab menu and provides a summary of company data and relationship information in the form of a blog-like narrative. The reading time of the summary will vary between one and seven minutes, depending on its length.

This feature utilizes "Near-Natural Language Generation" (NNLG), which involves algorithms analysing and understanding company data to generate text that describes interactions with the company. While the text may not be identical to human-generated content, it closely resembles human language. Sage CRM 2023 R1 employs deterministic AI systems, such as rule-based systems or decision trees, to achieve this near-natural language quality. The goal is to make the generated text as close to human language as possible while acknowledging potential differences between AI-generated and human-generated text.

Sage CRM 2023 R2 due to be released later this year will extend the Narrative capabilities for Sage CRM integrated with Sage 300 to include key finance data.

Artificial intelligence (AI) has become the driving force behind transformative advancements across various industries. Around the world, businesses are increasingly recognizing the potential of integrating AI into their customer relationship management (CRM) systems, particularly when combined with their accounts or finance systems. This integration opens up a realm of opportunities to streamline processes, enhance customer experiences, and drive financial efficiency.

Right now by using Sage CRM, Sage customers can automate manual tasks, reduce administrative burdens and improve overall efficiency. From lead management to customer communication and sales forecasting, Sage CRM automation can handle these tasks seamlessly. Furthermore, with integration into accounts or finance systems, Sage CRM can automate invoicing, payment tracking, and financial data analysis. This streamlines the flow of information between sales and finance departments, eliminating potential bottlenecks and increasing accuracy.

So what can the implementation of other types of AI provide?

Integrating AI into Sage CRM opens the opportunity for businesses to gain deeper insights into customer behaviour, preferences, and potential risks. By analyzing patterns in customer data and financial transactions, algorithms can provide valuable information to sales and finance teams. This empowers them to make informed decisions regarding cross-selling or upselling opportunities, leading to increased revenue and customer satisfaction.

With AI-powered chatbots or virtual assistants integrated into the next generation of our CRM Self-Service API, businesses could deliver exceptional customer experiences. These intelligent agents can handle inquiries about invoices, payments, or credit terms promptly and accurately. By providing quick and efficient responses, businesses can enhance customer satisfaction and build stronger relationships.

The integration of AI concepts into Sage CRM will not only enhance sales workflows but will revolutionise financial outcomes. AI algorithms could analyse customer interactions and sentiment within Sage CRM, enabling businesses to gauge customer satisfaction levels and suggest alternative products or additional items be added to a quote or order. By gaining a better understanding of customer needs and preferences, businesses can tailor their offerings, resulting in improved performance.

AI brings tremendous potential for integrated Sage CRM, including streamlining processes, unveiling insights, mitigating fraud, enhancing customer experiences, and improving financial outcomes. However, it's crucial to "do the right thing" and prioritize ethics and bias considerations. Human oversight is necessary to ensure AI algorithms are trained on unbiased data and regularly monitored to prevent perpetuating biases or errors.

We are looking forward to including more AI capabilities into Sage CRM and embracing AI's transformative power.