- By 2021, AI-powered CRM activities could increase global business revenues by $1.1 trillion and create 800,000 net-new jobs, according to predictions in new study
- Salesforce customers are estimated to account for $293 billion of this revenue and more than 155,000 of the net-new jobs by 2021
- The global market for AI in CRM is estimated to jump from $7.9 billion in 2016 to $46.3 billion by 2021
Salesforce [NYSE: CRM] recently announced new research from IDC detailing the economic impact of artificial intelligence (AI) on CRM. AI-powered CRM activities will drive new efficiencies in how companies sell, service, and market, ultimately expected to create more than $1.1 trillion in new GDP impact worldwide and 800,000 net-new jobs by 2021—surpassing those lost to automation.
AI has impacted nearly every aspect of our consumer lives, redefining how we engage with technology and each other. With the convergence of increased computing power, big data and breakthroughs in machine learning, AI is also poised to transform how people work. While some researchers predict automation driven by AI could impact 49 percent of job activities and eliminate around 5 percent of jobs, new data from IDC suggests AI could also augment and increase the productivity of employees, specifically in CRM-related fields. From predictive sales lead scoring to service chatbots to personalized marketing campaigns, AI could provide every employee with tools to be more productive and provide smarter, more personalized customer experiences.
According to the new IDC White Paper, commissioned by Salesforce, 2018 will be a landmark year for AI adoption. More than 40 percent of companies said they will adopt AI within the next two years. In fact, by 2018, IDC forecasts that 75 percent of enterprise and ISV development will include AI or machine-learning functionality in at least one application. AI-powered CRM activities will cover a large spectrum of use cases and touch almost all facets of an enterprise, including accelerating sales cycles, improving lead generation and qualification, personalizing marketing campaigns and lowering costs of support calls.
Key findings from the IDC White Paper on the economic impact of AI on CRM include:
AI associated with CRM could boost global business revenues by $1.1 trillion from the beginning of 2017 to the end of 2021.
This global business revenue boost is predicted to be led primarily by increased productivity ($121 billion) and lowered expenses due to automation ($265 billion).
The types of AI companies are planning to use, or exploring, range from machine learning (25%) and voice/speech recognition (30%), to text analysis (27%) and advanced numerical analysis (31%).
New jobs associated with the boost in global business revenues could reach more than 800,000 by 2021, surpassing those jobs lost to automation from AI.
Underpinning the adoption of AI, 46 percent of AI adopters report that more than 50 percent of their CRM activities are executed using the public cloud.
The United States is predicted to lead the way in new business revenue growth due to the economic impact of AI ($596 billion), followed by Japan ($91 billion), Germany ($62 billion), the U.K. ($55 billion) and France ($50 billion).
Download a full copy of the IDC White Paper, Economic Impact of AI on CRM study at: https://sfdc.co/AI_IDCReport
Source: Salesforce Press Release