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In the field of CRM, there are two vital areas where AI will significantly impact the evolution of Business Processes. Firstly, with the increase in vast amounts of data that is currently applied in CRM, processes will require AI for effective sorting and understanding. Artificial Intelligence (AI) is touted to be the next big step in functional technology. According to research by Gartner, 20% of business content will be created by machines by 2018, and 6 billion connected devices will require the ability to connect and share data with other devices. In the field of CRM, there are two vital areas where AI will significantly impact the evolution of Business Processes.