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Title:Uporaba umetne inteligence v rešitvah crm na primeru rešitve salesforce
Authors:Belšak, Nina (Author)
Sternad Zabukovšek, Simona (Mentor) More about this mentor... New window
Files:.pdf UN_Belsak_Nina_2020.pdf (1,31 MB)
MD5: 0ACE5CBBE127744D37050CBA80B782EC
 
Language:Slovenian
Work type:Diploma project paper (mb13)
Typology:2.11 - Undergraduate Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Kupec je najpomembnejši del prodajnega procesa, saj brez kupca ni prodaje in brez prodaje ni dobička. Zato je upravljanje odnosov s kupci, skrajšano CRM, bil in bo ostal eden najpomembnejših pojmov na področju prodaje. Skozi leta se je prodajni proces spreminjal, z njim pa so se spreminjale zahteve in pričakovanja strank. Zaradi vedno večjih zahtev strank, velikih količin podatkov in vedno več dela, so nastali prvi CRM sistemi. V prvem delu diplomske naloge bo podrobneje opisano celotno področje upravljanja odnosov s strankami. Opisane bodo funkcionalnosti, vrste, prednosti in slabosti ter cilji in trendi CRM rešitev. V zadnjih letih je vedno pogostejši CRM v oblaku, preko katerega se povežemo s pomočjo internetne povezave. Sistemi, ki temeljijo na oblaku, omogočajo hitrejše, enostavnejše in cenejše prilagajanje spremembam. Zato jih je lažje integrirati tudi z drugimi aplikacijami. V drugem delu bo opisana integracija CRM-ja z AI. AI oziroma umetna inteligenca pomeni zmožnost posnemanja človeških reakcij, dejanj in čustev s pomočjo strojev, robotov in računalnikov. AI rešitev CRM rešitev nadgrajuje s svojimi naprednimi funkcijami, kot so: strojno učenje, globoko učenje, avtomatizacija procesov, napovedi prodaje in uspešnih poslov, prilagojeni klepeti, obdelava naravnega jezika, strojni vid, čustvena analitika in mnoge druge. Na koncu diplomske naloge bo predstavljeno podjetje Salesforce, ki je globalna in vodilna platforma za CRM, uporablja pa jo več kot 150.000 podjetij po vsem svetu. Je sistem, s samostojnimi aplikacijami za prodajo, ki temeljijo na oblaku, zato jih lahko na enostavne načine integriramo z zunanjimi aplikacijami, kot so e-pošta in socialni mediji. Ena izmed najvplivnejših rešitev Salesforca je Einstein. Salesforce Einstein pozitivno vpliva na področja marketinga, prodaje in storitev za stranke. Opisane bodo zmogljivosti in prednosti, ki jih rešitev Salesforce Einstein predstavlja za različna podjetja. Je eden izmed primerov umetne inteligence integrirane z rešitvijo CRM.
Keywords:Upravljanje odnosov s strankami, Umetna inteligenca, Salesforce, Einstein, Strojno učenje, Globoko učenje, Sistem v oblaku, Prodajni proces
Year of publishing:2020
Publisher:[N. Belšak]
Source:Maribor
UDC:004.8
COBISS_ID:39085059 New window
NUK URN:URN:SI:UM:DK:LSD1ZV7Q
Views:261
Downloads:78
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
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Licences

License:CC BY-NC 4.0, Creative Commons Attribution-NonCommercial 4.0 International
Link:http://creativecommons.org/licenses/by-nc/4.0/
Description:A creative commons license that bans commercial use, but the users don’t have to license their derivative works on the same terms.
Licensing start date:19.08.2020

Secondary language

Language:English
Title:The use of artificial intelligence in crm in the case of salesforce solution
Abstract:Customer is the most important part of the sales process, because without the buyer there is no sale and without the sale there is no profit. Customer relationship management, abbreviated CRM has been and will remain one of the most important concepts in sales. Over the years, the sales process has changed, and with it, customer requirements and expectations have changed too. Due to the growing demands of customers, large amounts of data and more and more work, the first CRM systems were created. The first part of the diploma thesis will describe in more detail the entire field of customer relationship management. The functionalities, types, advantages and disadvantages, as well as the goals and trends of CRM solutions will be described. In recent years, cloud-based CRM, through which we connect via an Internet connection, has become increasingly common. Cloud-based systems make it faster, easier, and cheaper to adapt to change. This makes them easier to integrate with other applications as well. The second part will describe the integration of CRM with the AI. AI or artificial intelligence means the ability to mimic human reactions, actions and emotions with the help of machines, robots and computers. The AI upgrades CRM systems with its advanced features such as: machine learning, deep learning, process automation, sales and successful business forecasts, customized chats, natural language processing, machine vision, emotional analytics and many more. At the end of the thesis we will present Salesforce, a global and leading CRM platform used by more than 150,000 companies worldwide. It’s a system, with standalone cloud-based sales apps, so we can easily integrate them with external apps like email and social media. One of Salesforce’s most influential solutions is Einstein. Salesforce Einstein has a positive impact on the areas of marketing, sales and customer service. We will describe its capabilities and present the benefits that the solution represents for different companies. It is one example of artificial intelligence integrated with a CRM system.
Keywords:Customer Relationship Management, Artificial Intelligence, Salesforce, Einstein, Machine Learning, Deep Learning, Cloud System, Sales Process


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