By 2021, AI-powered CRM activities could boost global biz revenues by $1.1 trillion

2018 will be a landmark year for AI (artificial intelligence) adoption, according to a new IDC White Paper, commissioned by Salesforce. More than 40 per cent companies said they would adopt AI within the next two years. By 2018, IDC forecasts that 75 per cent of enterprise and ISV (independent software vendor) development will include AI or machinelearning functionality in at least one application. AI-powered customer relationship management (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, personalising marketing campaigns and lowering costs of support calls. AI associated with CRM could boost global business revenues by $1.1 trillion from 2017 to the end of 2021. This global business revenue boost is predicted to be led by increased productivity ($121 billion) and lowered expenses due to automation ($265 billion).