SugarCRM has announced new generative AI capabilities to empower sales and service professionals with greater customer intelligence and improved productivity. Targeted at midmarket enterprises, capabilities such as Opportunity Summarization and Case Summarization help teams drive more sales. The company also debuted midmarket generative AI features in 2023, catering to sales, marketing, and service teams.
Opportunity Summarization leverages data from customer interactions and records to create a snapshot of opportunities and weaknesses with each customer account. Serving as a comprehensive summary of all key insights, it covers expected outcomes, key contacts, and any potential risks to the opportunity's success. Based on this, the feature provides the next-best actions to increase sales.
“For years, the industry has discussed the critical importance of achieving a 360-degree customer view to deliver exceptional experiences. Sugar's generative AI capabilities consume and distill information at lightning speed, enabling sales and customer service representatives to understand the customer relationship as it stands and help them determine what to do next in a fraction of the time previously required,” said Zac Sprackett, Chief Technology Officer, SugarCRM.
Case Summarization uses generative AI to automatically analyze customer interactions and extract key insights, providing a deeper understanding of each account. It summarizes case records and identifies potential blockers, issues, or risks. Similarly to the first feature, this one also suggests the next-best actions based on the current state of the case but is enhanced with sentiment analysis to provide agents with more context.
Both summarization features support language translation as needed which makes it possible for sales and service teams to serve prospects and customers in various languages worldwide.
“We continue to deliver technology that gives our midmarket customers a competitive edge. This is delivered through our time-aware business intelligence, AI and machine learning for sentiment analysis, close prediction, white space analysis and now generative AI for intelligent summarization,” said Paul Farrell, Chief Product Officer, SugarCRM.
