Creatio, a Boston-based software company known for its customer relationship management (CRM) system, has introduced a new feature called Creatio Copilot. This feature is powered by LLM (Language Model) and offers enhanced CRM functionality. Creatio Copilot acts as a virtual assistant and CRM app builder that can navigate through all the data stored in a user’s CRM system. It can fetch specific pieces of data, build bespoke apps, generate visualizations, charts, projections, and analysis on command.
Andie Dovgan, the chief growth officer of Creatio, explained that Creatio Copilot has been incorporated into the entire ecosystem of the platform. It starts from the no-code configuration and AI-assisted development to end-user automation. The goal is to help users be more productive by utilizing generative AI during opportunity analysis and planning next steps with customers.
The heart of Creatio Copilot’s innovation lies in the Copilot Studio. This specialized workspace allows users to select from different AI foundation models and deploy them for new use cases. Users can create new bespoke apps and adapt existing ones using a “plug and play” approach. Additionally, Creatio Copilot serves as an intelligent virtual assistant in the form of a user-activated chat window. It suggests actions, creates templates, and provides narratives based on visuals and data.
Users of Creatio Copilot Studio can connect to leading models such as OpenAI’s GPT-3.5 and Meta’s Llama 2. However, for closed models, users need to have an account with OpenAI and use their credentials to log into it from Creatio and connect it. Creatio ensures the protection of customer CRM data through a certified “data protection layer” that complies with SOC 2, ISO, and HIPPA standards.
Creatio Copilot offers out-of-the-box solutions for users who don’t want to develop custom apps using Copilot Studio. These solutions are enabled with no-code capabilities and cater to functions like sales, service, and marketing. Sales professionals can benefit from intelligent customer scoring, summaries, and talking points for customer interactions. The Chart Summary feature allows users to understand the likelihood of hitting sales targets and identify key deals that will impact their performance.
Marketers can leverage Creatio Copilot to design optimal campaign flows and select responsive audiences. Customer service agents can automate case analysis and generate personalized responses. This tailored approach ensures that each function within a business can maximize the benefits of AI and no-code technologies.
One notable aspect of Creatio Copilot is that it is offered to existing users at no additional charge. This reflects the company’s commitment to accessibility and scalability. The target audience for Creatio Copilot includes sales, marketing, and customer service functions within the CRM triangle. However, the company’s CRM and no-code solutions have been adopted by various roles across industries, such as media companies using Creatio for project management.
Creatio has thousands of customers and partners in over 100 countries worldwide. Some notable clients include Hershey’s Ice Cream, Virgin Media/O2, Pacific Western, and organizations in banking, finance, healthcare, retail, and other industries. Despite competition from giants like Salesforce, Creatio sets itself apart by seamlessly integrating AI and no-code technologies to improve business efficiency, democratize app development, and provide businesses with customizable tech solutions.
In summary, Creatio’s introduction of Creatio Copilot enhances its CRM system by incorporating generative AI technology. This feature acts as a virtual assistant, CRM app builder, and intelligent chat window that assists users in navigating through their CRM data. With features like intelligent customer scoring, campaign flow design, and real-time coaching tips, Creatio Copilot aims to improve productivity across sales, marketing, and customer service functions. The inclusion of no-code capabilities and the option for users to develop custom apps further emphasizes the flexibility and scalability of Creatio’s offerings.