Umetna inteligenca v sistemih CRM

delo diplomskega projekta

Mojca Knez (Avtor), Simona Sternad (Mentor)

Povzetek

Kupci so za obstoj podjetja na trgu zelo pomembni. Podjetja želijo kupcem zagotavljati čim boljšo uporabniško izkušnjo, za kar je potrebno kupca poznati. V ta namen so podjetja pričela z uporabo sistemov CRM, ki jim omogoča, da lahko kupcu nudijo dobro uporabniško izkušnjo. V diplomski nalogi bomo obravnavali kaj so CRM sistemi, katere prednosti prinašajo podjetjem ter opisali tri ponudnike teh sistemov. Ker pa so sistemi prepleteni tudi z umetno inteligenco, bomo predstavili tudi kaj umetna inteligenca sploh je in kako je vpletena v rešitve CRM. Cilj diplomske naloge je ugotoviti ali lahko rešitve CRM prinašajo podjetju konkurenčno prednost in kako je umetna inteligenca prepletena s sistemi. Zaključili smo, da sistemi CRM prinašajo podjetjem veliko prednosti, saj kupca bolje spoznajo. Z dobrim poznavanjem svojih kupcev, podjetje obdrži stranke in kupce, ter si tako lahko zagotavlja konkurenčno prednost, zaradi dobrih izkušenj kupcev in strank. Ker so to računalniško podprti sistemi pa imamo v ozadju tudi umetno inteligenco. Nekatera podjetja postavljajo umetno inteligenco že v ospredje. Tudi razvijalci sistemov in ponudniki, so prepoznali koristi umetne inteligence in tako razvili programe, kjer se umetna inteligenca konkretno prepleta s samim sistemom. Zaključimo lahko tako, da preplet umetne inteligence in sistemov CRM prinaša veliko prednosti in pomaga zagotavljati boljšo podporo strankam, vendar je pomembno, da podjetja še naprej ohranjajo tudi človeški stik, ki je za kupce in stranke lahko izrednega pomena.

Ključne besede

umetna inteligenca;CRM;upravljanje odnosov s strankami;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2020
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM EPF - Ekonomsko-poslovna fakulteta
Založnik:	[M. Knez]
UDK:	004.8:366
COBISS:	40053507
Št. ogledov:	469
Št. prenosov:	67
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Artificial intelligence in CRM systems
Sekundarni povzetek:	Customers are very important for the company's existence in the market. Companies want to provide customers with the best possible user experience, for which it is necessary to know the customer. To this end, companies have started using CRM systems that allow them to provide a good user experience to the customer. In the diploma thesis we will discuss what CRM systems are, what advantages they bring to companies and describe three providers of these systems. However, since systems are also intertwined with artificial intelligence, we will also present what artificial intelligence is and how it is involved in CRM solutions. The aim of the thesis is to determine whether CRM solutions can bring a company a competitive advantage and how artificial intelligence is intertwined with systems. We concluded that CRM systems bring many benefits to companies as they get to know the customer better. With a good knowledge of its customers, the company retains customers and customers, and thus can ensure a competitive advantage, due to the good experience of customers and clients. Because these are computer-aided systems, we also have artificial intelligence in the background. Some companies are already putting artificial intelligence at the forefront. System developers and providers have also recognized the benefits of artificial intelligence and thus developed programs where artificial intelligence is concretely intertwined with the system itself. We can conclude that the intertwining of artificial intelligence and CRM systems brings many benefits and helps to provide better customer support, but it is important that companies also continue to maintain human contact, which can be extremely important for customers and clients.
Sekundarne ključne besede:	CRM;Artificial Intelligence;
Vrsta dela (COBISS):	Delo diplomskega projekta/projektno delo
Komentar na gradivo:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani:	40 str.
ID:	12007000