The Future of AI and CRM: Insights from Chris Cognetta

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Author: Chris Cogentta

Artificial Intelligence (AI)

AI has become a buzzword in the tech industry, and for good reason. It has the potential to revolutionize the way we work and live. One area where AI is already making a significant impact is in Customer Relationship Management (CRM). In a recent webinar, Chris Cognetta, the CTIO and co-founder at congruentX, shared his insights on the future of AI and CRM.

A Seismic Shift

AI is a seismic shift that is happening much faster than the shift to cloud computing. While it took almost a decade for cloud computing to become mainstream, AI is adoption is being measured in days and weeks. congruentX's product, DialoguePrime, is a excellent example of this. It combines conversational intelligence with CRM platforms like Dynamics and Salesforce, allowing users to consume AI call summaries, auto-follow-up, updating records in your CRM including custom playbooks, and make a huge difference in your sales team workload and productivity.

Biggest Advantages of AI

One of the biggest advantages of AI in CRM is its ability to summarize data quickly and accurately. As Chris points out, AI is a great way to summarize all the data for you, but it still requires you to read and review it. However, AI can also generate responses to emails without the need for human intervention. This can save users a significant amount of time and increase their productivity.

Power Comes Great Responsibility

But with great power comes great responsibility. Chris emphasizes that AI should be used as a copilot, not as an automatic replacement for things. It's important to be responsible with AI and use it to augment our abilities, not replace them entirely. AI will not replace the worker, but the mundane jobs a worker did will be replaced. Your competition will be using it as their co-pilot too.

Future of AI and CRM

So, what does the future hold for AI and CRM? Chris also believes that AI will continue to play a significant role in CRM, but it will also become more integrated with other technologies like the Internet of Things (IoT) and blockchain. This integration will allow for even more automation and efficiency in the way we work.


AI is already making a significant impact in CRM, and its potential for the future is enormous. As long as we use it responsibly and as a copilot, AI is already showing the potential to revolutionize the way we work and live.

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