Automating tasks for agents so they don't have to do them in the CRM

CRM
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Hey everyone,

There’s been a lot of talk lately around AI and automation. We’ve been talking to some of our larger brokerage clients about bringing more value in the CRM by automating more of the tasks that agents are currently having to do manually. The idea is to drive adoption by having the CRM take care of even more for them — things like:

  • Automatically creating quick notes out of call transcripts
  • Suggesting or surfacing appointments and next steps
  • Helping them drill down through the CRM data to filter the most important opportunities

I just wanted to start this thread:

Current state: Whether it’s Follow Up Boss, Close, Sierra Interactive, or any of the other CRM products, are there any features you know of today that happen automatically that you or your agents really love?

Future state: What are you hearing out there in the market? What are people talking about? What have you coded yourself? What would you love for our CRM to do for you automatically that it doesn’t do today?

Would love to hear your ideas.

Thanks!

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I’ll start with my own idea.

One of the things I really need my agents to do is fill out their Quick Notes. I teach them to put in there the last activity they did and what they’re supposed to do — or committed to doing — next.

In a perfect world, they’d still fill out their Quick Notes manually, because then it’s more specific. But if they don’t, imagine a world where the CRM says: “If no Quick Note, go look at the transcript from the dialer session and automatically bring in the most appropriate Quick Note.”

And if there’s no transcript — say they didn’t reach them — it could automatically drop in something like “Last called yesterday, call again in three days.”

That kind of thing.

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