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 news OpenAI sets up new safety body in wake of staff departures After losing a number of senior staff over disputes about oversight of its technology, OpenAI is creating new governance structures as it embarks on the development of its next-generation AI model. By Elizabeth Montalbano May 28, 2024 5 mins Generative AI IT Governance brandpost Sponsored by Randstad How CIOs can use internal mobility and redeployment for successful digital transformation The role of your people is key a factor in the success of digital transformation. Find out how redeployment and talent transition experts, Randstad RiseSmart, can help organizations at all stages of the digital transformation journey. By Neal Weinberg May 28, 2024 5 mins Digital Transformation opinion Navigating the Cybersecurity Threat Landscape in the UAE: Strategies for CISOs By Andrea Benito May 28, 2024 4 mins feature 10 most difficult-to-fill IT roles — and how to address the gap With AI, cybersecurity, and data analytics talent in short supply, IT leaders are upskilling, recruiting from the business, highlighting culture, and relying on contractors to secure the talent they need. By Stephanie Overby May 28, 2024 11 mins Hiring Staff Management 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