Artificial intelligence (AI) is no longer a futuristic concept; it has become an integral part of our everyday lives. And yet (or perhaps precisely because of this), it is essential asking ourselves: What does AI mean for us as individuals, for society, and for businesses? The chapter "Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence" takes precisely this perspective in a nuanced and thoughtful manner.
What I took away from the chapter:
While AI can recognize patterns, calculate probabilities, and make predictions, it doesn't understand what it's doing. And that's exactly what makes the difference.
Customer Relationship Management (CRM) will undergo a significant transformation, shifting from reactive approaches to proactive ones. AI can identify customer needs even before they are formulated, presenting both opportunities and challenges.
Data is the essential raw material used in AI, but those who utilize it must take responsibility. For its quality, security, and ethical implications.
Trust is becoming the new currency. Without customer trust in algorithms, their decisions, and their fairness, no data-driven CRM is sustainable.
Ultimately, humans remain, playing an irreplaceable role in creativity, intuition, and other areas that software cannot (yet) replicate, such as emotional intelligence, humor, and empathy.
My conclusion: This chapter encourages a shift in perspective. It highlights the importance of merging technological potential with common sense, responsibility, and human maturity. Anyone who uses AI in CRM has to comprehend: It's about trust, ethics, and sustainability.
This blog post is based on the chapter „Artificial Intelligence Meets Homo Sapiens: Possible Applications and Limits of Artificial Intelligence“ by Jochen Werne from the book "CRM Goes Digital – Design and Use of Digital Customer Interface in Marketing, Sales and Service," published in 2024 by Springer Gabler Publishing House.