Copilot Designer will enable enterprise users to build new AI-based scenarios for their business needs with their preferred large language model. Credit: PeopleImages.com - Yuri A / Shutterstock Workflow automation software provider Creatio has added a suite of generative AI capabilities to its customer relationship management (CRM) offerings. The new generative AI features include Copilot, the generative AI-based assistant, and Copilot Designer, a centralized workplace where enterprise users can tweak pre-built Copilot scenarios to suit their business requirements, akin to Salesforce’s Einstein 1 Studio. Creatio’s CRM offering includes separate suites for marketing, sales, and service. In September 2023 Creatio decomposed all features and components of its CRM suite, including marketing, sales, and service, to deliver them as modules that would be more affordable for enterprises unwilling or unable to spend on broad technology platforms. Copilot will be available across multiple interfaces inside the CRM products, including helping citizen developers create application with the help of AI. “Creatio Copilot acts as a virtual assistant that comprehends natural language, facilitating the completion of tasks efficiently. It can generate human-like prompts, suggest necessary actions, create templates, and provide narratives based on visuals and data,” said Andie Dovgan, chief growth officer at Creatio. The Copilot, which has the ability to connect to multiple large language models (LLMs) via APIs depending on the choice of the enterprise user, comes at no extra charge and Creatio doesn’t impose any limits on number of users, Dovgan added. However, API calls made to third party LLMs, such as OpenAI, will be charged based on that LLM provider’s pricing plan. In Creatio’s sales module, the Copilot will enable for intelligent scoring to identify highly engaged customers, obtaining summaries of customers, generating talking points for customer interactions, and receiving next-best action prompts. Sales leaders will also be able to use it to enhance sales forecast accuracy and receive real-time coaching tips for their teams, the company said. For the marketing offering, the Copilot will enable users to design optimal campaign flows, select the most responsive audiences, and prepare all necessary communication templates. And in the service module, the generative AI assistant will automate the capture and analysis of customer cases from emails, determine the urgency and category of cases, and suggest the most qualified agent for resolution. While some of the use cases are already available, others will be rolled out over the next six months. The full set of generative AI capabilities launched by Creatio includes Copilot Designer, which is part of Studio Creatio — a proprietary no-code platform on which all its CRM products are built. Related content feature Shine a Spotlight on Your Team’s IT Excellence with CIO Awards Canada By Allice Shandler May 16, 2024 4 mins Events IT Leadership news Camunda simplifies process automation with new AI-powered natural language features Vendors are adding AI features to process orchestration and automation platforms — but is the technology a revolution or an evolution? By John Dunn May 16, 2024 5 mins Generative AI Business Process Management Process Improvement feature What’s holding CTOs back? Internal politics, organizational culture, and funding issues top the list of issues derailing CTOs’ change agenda — so too does demonstrating the value of innovation. By Esther Shein May 16, 2024 8 mins CTO IT Leadership feature Baldor’s first-ever CIO sets the transformation agenda Ex-UPS IT leader Satyan Parameswaran aims to help the 33-year-old specialty foods distributor expand its business opportunities as it first CDIO, starting with the ‘art’ of analytics and AI. By Paula Rooney May 16, 2024 6 mins Transportation and Logistics Industry Digital Transformation IT Leadership PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe