SugarCRM’s genAI capabilities consume and distil information at lightning speed, enabling sales and customer service representatives to understand the customer relationship as it stands.
SugarCRM has announced new genAI capabilities to empower sales and service professionals with greater customer intelligence and improved productivity. Targeted at midmarket enterprises, capabilities such as Opportunity Summarisation and Case Summarisation help teams drive more sales. The company also debuted midmarket genAI features in 2023, catering to sales, marketing, and service teams.
Opportunity Summarisation 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 genAI capabilities consume and distil 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 Summarisation uses genAI to automatically analyse customer interactions and extract key insights, providing a deeper understanding of each account. It summarises 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 summarisation 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 genAI for intelligent summarisation,” said Paul Farrell, Chief Product Officer, SugarCRM.
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