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SugarCRM Announces the Addition of Embedded Generative AI Capabilities


In an effort to build customer support infrastructure that is proactive instead of reactive, many companies today are harnessing artificial intelligence (AI) and machine learning (ML) in conjunction with analytics to automate and accelerate more processes (and to anticipate what’s next). This helps agents speed up their transactions by providing them with a predictable workflow framework and the resources they need to resolve a contact the first time the customer reaches out.

Customer relationship management (CRM) solutions provider SugarCRM recently announced that it is harnessing the power of generative AI to bring newfound, out-of-the-box value and productivity gains to its thousands of midmarket customers worldwide, advancing the customer relationship management platform for sales representatives, marketers and customer service professionals. The new capabilities, which were unveiled at the company’s 2023 Industry Analyst Summit in London, are currently available to customers participating in a closed pilot program.

In the announcement, the company noted that incorporating generative AI into its platform "does the work to make the hard things easier" for employees tasked with delivering consistently exceptional experiences for customers and prospects.

SugarCRM’s embedded generative AI capabilities give organizations confidence to leverage the transformative benefits of the technology while ensuring responsible usage, providing administrators with tools that audit, control and filter the flow of data that gets passed to large language models (LLMs). This offers best-practice business data and intellectual property protection.

“Most businesses are looking to AI to transform experiences and drive greater productivity. Today’s generative AI announcement is the latest evidence of our commitment to make AI accessible to all and to maximize usability for a next-level CRM user experience,” said SugarCRM CEO Craig Charlton in a statement. “The generative AI revolution is here, and midmarket sales, marketers and customer service pros can’t afford to be left out of the equation. With SugarCRM, organizations can unleash the potential of generative AI to automate, accelerate and optimize marketing, sales and customer service.”

Be part of the discussion about the latest trends and developments in the Generative AI space at Generative AI Expo, taking place February 13-15, 2024 in Fort Lauderdale, Florida. Generative AI Expo dives into the evolution of GenAI and features conversations focused on the potential for GenAI across industries, and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities. 

Edited by Alex Passett
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