Why CRM is AI's Big Opportunity

For anyone who's getting their first introduction to Einstein AI features, now rapidly being deployed in the Salesforce platform, two questions may arise. Why is this different from past cycles of AI excitement and disappointment? Why is an integrated layer of AI capability so crucial to a modern CRM? Six decades of research, development, and sci-fi hype have followed the first famous "Dartmouth memo" – which naïvely proposed "a 2 month, 10 man study" as being enough to make "a significant advance" in "how to make machines use language, form abstractions and concepts, solve kinds of problems now reserved for humans, and improve themselves." The challenge was clearly much greater than first realized: most observers agree that people had vastly underestimated the portion of our intelligence that comes from what we know, rather than how cleverly we think. In laboratory settings and research universities, the focus was on making software smart.