AI is becoming a more common part of CRM conversations, particularly for organizations considering an upgrade to Infor CRM v10.
Infor CRM v10 includes a Generative AI integration in the Web Client, using connections to Azure OpenAI, Google Gemini or OpenAI. This provides features such as AI-generated record summaries, an AI Assistant, account-related news summaries, and assistance drafting emails.
That does not mean AI is simply a feature to switch on and forget. The right approach will depend on the organization’s goals, the AI provider selected, expected usage, data considerations, and the CRM processes where AI can provide practical value.
Over the coming weeks, I’ll will be taking a closer look at Infor CRM’s built-in AI capabilities and the options available for connecting it to an AI provider. Topics may include:
- What the built-in AI features can do in day-to-day CRM work
- The differences between OpenAI, Gemini, and Azure OpenAI
- Basic configuration and implementation considerations
- Usage, cost, and performance factors
- Security and data-governance questions
- Practical use cases
Where We Go From Here
The interesting question is not whether AI can generate a summary or draft an email. It is whether those capabilities can make day-to-day CRM work meaningfully easier without creating more complexity, cost, or risk than they are worth.
Infor CRM v10 gives organizations a starting point, with support for Generative IA built into the Web Client. From there, the practical questions begin: Which option is the best fit? What does it cost? What data should be included? And which real-world CRM tasks are worth improving first?
I will be working through those questions in future posts, starting with a closer look at what Infor CRM v10’s built-in AI features can actually do.
