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Salesforce, IDC predict $1.1 trillion AI-CRM impact

 

Keith Block, Salesforce COO
Keith Block, Salesforce COO

Salesforce has announced new research from IDC detailing the economic impact of artificial intelligence on CRM, predicting the creation of more than $1.1 trillion in new GDP impact worldwide and 800,000 net-new jobs by 2021.

While some researchers predict automation driven by AI could impact 49 percent of job activities and eliminate around 5 percent of jobs, the IDC data 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 personalised marketing campaigns, AI could provide employees with tools to be more productive and provide smarter, more personalised customer experiences.

According to the new IDC white paper commissioned by Salesforce, 2018 will be a landmark year for AI adoption. The global market for AI in CRM is estimated to jump from $7.9 billion in 2016 to $46.3 billion by 2021.

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 is impacting all sectors of the economy and every business. For the CRM market—the fastest-growing category in enterprise software – the impact of AI will be profound, ushering in new levels of productivity for employees and empowering companies to drive even better experiences for their customers,” said Keith Block, vice chairman, president and COO, Salesforce. “For companies embracing AI, it’s critical that they create new workforce development programs to ensure employees are prepared for this next wave of innovation.”

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