A trillion dollar industry: the economic impact of AI on CRM

Salesforce, the global leader in CRM, today 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% of job activities and eliminate around 5% of jobs, new data from IDC suggests AI could also augment and increase the productivity of employees, specifically in CRM-related fields.