magistrsko delo
Tadeja Vogrinčič (Author), Samo Bobek (Mentor)

Abstract

V današnjem času vse večjega tehnološkega napredka postaja umetna inteligenca vse bolj priljubljena komponenta poslovnih modelov. V magistrskem delu smo obravnavali povezovanje umetne inteligence v CRM rešitve. Ugotavljali smo, kakšen vpliv imajo pametne rešitve, povezane z umetno inteligenco na odnose s strankami in samo poslovanje. V teoretičnem delu so predstavljene CRM rešitve-kot orodja in tehnologije, ki izboljšajo in upravljajo z odnosi s strankami. Umetna inteligenca pa je opredeljena kot področje računalniške znanosti, ki se osredotoča na razvoj inteligentnih strojev, ki bodo sposobni sprejemanja racionalnih odločitev in razmišljanja po človeškem vzgledu. Predstavljena je njuna integracija, delovanje in prednosti, ki jih ta povezava prinaša na poslovanje podjetij. V empiričnem delu smo izvedli primerjalno analizo treh ponudnikov rešitev CRM, ki imajo vključeno umetno inteligenco - Salesforce, Hubspot in Microsoft Dynamics 365. Rešitve smo podrobneje primerjali glede na njihove funkcionalnosti, ceno, možnosti integracije z ostalimi aplikacijami, proces implementacije, načine poročanja in kako je v rešitvi uporabljena umetna inteligenca. Povzeli smo rezultate primerjalne analize in pripravili napotke za izbiro prave CRM rešitve glede na velikost podjetja. V zadnjem poglavju smo se dotaknili še posebej pomembne tematike varstva podatkov in etičnih vprašanj, ki se porajajo z vedno hitrejšim razvojem umetne inteligence.

Keywords

informacijske rešitve;upravljanje odnosov s strankami;CRM;umetna inteligenca;Salesforce;Hubspot;Microsoft Dynamics 365;

Data

Language: Slovenian
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: T. Vogrinčič
UDC: 004.77
COBISS: 239989251 Link will open in a new window
Views: 0
Downloads: 28
Average score: 0 (0 votes)
Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: English
Secondary title: Integrating artificial intelligence into CRM solutions
Secondary abstract: In today's era of increasing technological progress, artificial intelligence is becoming an increasingly popular component of business models. In the master's thesis, we discussed the integration of artificial intelligence into CRM solutions. We determined the impact of smart solutions related to artificial intelligence on customer relationships and business itself. The theoretical part presents CRM solutions – as tools and technologies that improve and manage customer relationships. Artificial intelligence is defined as a field of computer science that focuses on the development of intelligent machines that will be able to make rational decisions and think in a human-like manner. Their integration, operation and the advantages that this connection brings to business are presented. In the empirical part, we conducted a comparative analysis of three CRM solution providers that include artificial intelligence – Salesforce, Hubspot and Microsoft Dynamics 365. We compared solutions in more detail according to their functionalities, price, integration with other applications, implementation process, reporting methods and how artificial intelligence is used in the solution. We summarized the results of the comparative analysis and prepared guidelines for choosing the right CRM solution, depending on the size of the company. In the last chapter, we touched on the particulary important topic of data protection and ethical issues that arise with the increasingly rapid development of artificial intelligence.
Secondary keywords: CRM solutions;artificial intelligence;customer relationship management;Salesforce;Hubspot;Microsoft Dynamics 365;
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 1 spletni vir (1 datoteka PDF (III, 90 str.))
ID: 26338939