CRM With Salesforce Hubspot and Motion AI: Chatbot-enabled CRM – An Analysis of Automated Customer Relationship Management

• Author(s): Oyindamola Iwalehin ; Dr. Matthew Fisher
• Paper ID: 1706524
• Page: 301-303
• Published Date: 30-11-2023
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 7 Issue 5 November-2023

Abstract

This research investigates the evolving landscape of customer relationship management (CRM) driven by artificial intelligence (AI), focusing specifically on HubSpot’s acquisition of MotionAI. We examine the impacts, advantages, and drawbacks of integrating AI-powered chatbots into CRM environments, highlighting their role in automating customer interactions. Chatbots present significant benefits in scalability, efficiency, and task automation, particularly suited for high-volume customer inquiries. However, this shift risks compromising personalized service, essential for building trust and commitment. Through a multi-layered analysis, this study proposes a balanced CRM approach that strategically combines AI chatbots with human agents across the marketing and sales funnel (ToFu, MoFu, BoFu), tailored to each stage’s needs. Our findings underscore the critical need for personalization in CRM systems and provide actionable insights for organizations considering chatbot integration to maintain customer satisfaction while achieving operational efficiency.

Citations

IRE Journals:
Oyindamola Iwalehin , Dr. Matthew Fisher "CRM With Salesforce Hubspot and Motion AI: Chatbot-enabled CRM – An Analysis of Automated Customer Relationship Management" Iconic Research And Engineering Journals Volume 7 Issue 5 2023 Page 301-303

IEEE:
Oyindamola Iwalehin , Dr. Matthew Fisher "CRM With Salesforce Hubspot and Motion AI: Chatbot-enabled CRM – An Analysis of Automated Customer Relationship Management" Iconic Research And Engineering Journals, 7(5)