AI CRM: Industry adoption, benefits, and 5 must-have tools in 2025

Customers have high expectations of businesses. They want personalized communication; they want their issues resolved with speed; they want companies to cater to their specific needs. That’s why so many businesses are turning to artificial intelligence (AI) customer relationship management (CRM) tools.

CRMs help organizations manage the data around customer interactions so they can engage with customers more meaningfully and efficiently. With AI added to the mix, organizations can predict customer needs more accurately and make every interaction feel personal.

In 2024, 88 percent of the most successful companies were using artificial intelligence as part of their CRM strategy. That number is set to steadily grow by the end of 2025, when 100 percent of Fortune 500 companies will be integrating AI into their CRM. Why? AI CRMs give organizations a leg up with their customer data so they can accurately determine what their customers need next at scale.

With the right AI CRM, organizations can not only meet the high expectations of their target audience but also wildly exceed them. In many of these platforms, AI agents play a key role by autonomously handling routine tasks, analyzing large volumes of customer data, and even initiating personalized communication, all of which further enhance the capabilities of AI-powered CRMs.

In this article, we look at what AI CRM is and how it is redefining workflows across industries, from finance to healthcare to retail and beyond. We also share the top five leading AI CRM platforms available that can help your organization stand out in a competitive landscape.

What is AI CRM?

An AI CRM is a business tool that uses AI to enhance processes within a CRM, such as data analysis, predictive analytics, personalized communications, and more.

A customer relationship management tool houses all the data associated with lead and customer interactions. A CRM is used by sales, marketing, customer service, and other departments in an organization to track leads and their interactions as they progress through the sales funnel, as well as customer interactions after a sale.

With an AI-powered CRM, organizations can more effectively utilize customer interaction data to reach business goals, such as increasing conversion rates, reducing customer attrition, and improving customer service ratings.

What are the key benefits of AI CRM?

Why choose an AI CRM over a traditional CRM? Artificial intelligence enhances the tool’s ability to collect, manage, and analyze data, giving businesses a more insightful view of their prospects and customers. Here are some key benefits of an AI CRM:

• It enhances the quality of leads: CRM AI uses algorithms to identify patterns associated with high-converting prospects and automatically applies those insights to new prospects, giving your business a better idea of which leads to focus your efforts on.
• It predicts your sales and customer behavior: Organizations can forecast trends with predictive analytics to determine their future marketing and customer engagement strategies.
• It improves your customer support: AI chatbots can integrate with your CRM to quickly pull customer data and answer customer questions, allowing you to provide instant and highly personalized responses to individual queries.
• It allows for more personalized marketing campaigns: AI can segment and target your prospects and customers with great precision, making it possible for you to develop tailored marketing campaigns that increase conversion rates.

Who can benefit from AI CRM?

Can any industry benefit from using an AI-powered CRM? As long as your industry has a high level of customer interaction, the answer is yes!

CRMs manage customer interaction data, so any industry where customer interactions are a priority will find advantages with using AI-powered CRM tools. We’ve listed retail, finance, healthcare, and SaaS as examples above, but this list also includes other industries such as travel, hospitality, auto, real estate, professional services, and many more.

If your customers want personalized interactions and you want to provide them with tailored engagements at scale, an AI CRM is right for you. Check out these industry-specific scenarios below for inspiration that you can apply to your own business.

Retail and e-commerce

• Personalized recommendations: An AI-powered CRM can predict buying behavior based on customer data and suggest relevant products to prospects and customers. This is a common strategy used on many e-commerce sites like Amazon.
• Automated customer support: When customers need help getting answers, tracking orders, or processing refunds, an AI CRM can do the job at scale —without human intervention. 
• Dynamic pricing: In some businesses, pricing is based on demand and competition. Artificial intelligence CRM tools can determine the ideal pricing based on multiple factors to increase conversion and revenue.

Finance and banking

• Fraud detection: Using advanced data analytics, AI CRMs can flag unusual or questionable transactions to prevent fraud. This not only benefits the business but also customers who may be defrauded as well. 
• Predictive lead scoring: AI ranks potential customers based on factors like their transaction history, giving financial organizations insight into lead behavior. 
• Automated compliance monitoring: In highly regulated industries like finance, an AI-driven CRM can ensure financial transactions comply with relevant regulations.

Healthcare and pharmaceuticals

• AI-powered patient engagement: An AI-powered CRM can create personalized messages for patients, such as appointment reminders and special care instructions. 
• Sentiment analysis for patient feedback: With AI CRMs, healthcare and pharmaceutical organizations can track customer satisfaction trends to enhance the quality of care. 
• Predictive analytics: AI can help healthcare and pharmaceutical organizations accurately determine demand for medications and medical services. 

Business-to-business and software companies

• Lead qualification and sales forecasting: Tech and service companies use AI CRM to rank leads based on engagement history and predictive data. 
• Customer retention insights: To increase customer retention and reduce attrition, companies can use AI CRM to identify at-risk customers and conduct proactive outreach. 
• Automated email personalization: Many B2B and SaaS companies use AI CRM tools to create dynamic email campaigns that are customized for individual clients or audience segments.

5 best AI CRM tools in 2025

There are many AI-driven tools on the market, so how do you know you’re choosing the best CRM for your needs?

Start by narrowing down your pain points with customer relationship management, and look for solutions that address those specific issues. Choosing the right tool puts you on a direct path to meeting your business goals.

Here are five of the best AI CRM tools on the market in 2025.

1. Jotform AI Agents

Jotform AI Agents is a custom artificial intelligence agent builder that enables businesses to create AI agents for customer service and support, sales, marketing, and more. With an AI agent, businesses can respond instantly to customer queries and requests, standing out from the competition.

Best for: Tailored AI agents for customer-centric processes

Developer: Jotform

Key features: 7,000-plus AI agent templates; easy AI training methods; website and messenger chatbot; integrations with popular business tools like customer relationship management software; dynamic customer forms

Pro: Users love the range of customization available with Jotform AI Agents

Con: Jotform AI Agents is not an AI-powered CRM but it can enhance any CRM with some AI-powered capabilities

Plans/pricing: Jotform AI Agents has a free plan, three paid plans starting at $34 per month, and a custom enterprise-level plan

G2 rating: 4.5

2. HubSpot Smart CRM

HubSpot offers an AI-powered CRM with unified features for sales, marketing, customer service, and operations teams, allowing businesses to consolidate customer data all in one place.

Best for: Unified customer relationship management

Developer: HubSpot

Key features: Standard contact scoring; lead management and tracking; detailed reports for sales activity, productivity, individual performance, and more; admin notification management; app marketplace integrations

Pro: HubSpot Smart CRM connects with all HubSpots hubs, allowing your organization to share data seamlessly

Con: Some users find HubSpot Smart CRM difficult to navigate as it has complex features

Plans/pricing: HubSpot Smart CRM has limited free tools; it is also automatically included with the purchase of any premium HubSpot product

G2 rating: 4.4

3. Pipedrive

Pipedrive is a sales CRM and pipeline management software that helps organizations track sales, optimize leads, and manage deals. It uses AI to automate the sales process so sales teams can focus on relationship-building.

Best for: Managing sales pipelines

Developer: Pipedrive

Key features: AI-driven insights and reporting; CRM customizations; sales automations for processes like lead nurturing, email tracking, and follow-ups; CRM integrations and other tool integrations; communication tracking

Pro: Users love the customizable configurations of the CRM

Con: Some users have noted that complex automations are difficult to set up

Plans/pricing: Pipedrive offers a free trial and has five paid plans starting at $19.90 per user per month

G2 rating: 4.3

4. Zoho CRM

Zoho CRM is a customer relationship management tool that uses contextual AI to help organizations build lasting relationships with customers and close more sales. It offers a comprehensive view of the business using tools like predictive AI and sales automation.

Best for: Contextual data

Developer: Zoho

Key features: AI-powered automation; real-time customer insights; omnichannel engagement over email, phone, social media, and more; lead and deal prediction; high degree of customization

Pro: Users love the ability to customize workflows in Zoho CRM to align with business processes

Con: Some users have noted that it has a high learning curve

Plans/pricing: Zoho CRM has a free trial, plus four paid plans starting at $14 per user per month

G2 rating: 4.1

5. Salesforce

One of the best CRM software tools available, Salesforce unites sales, service, marketing, commerce, and IT teams so organizations can attract more prospects and close more deals. It integrates actionable artificial intelligence across the entire workflow, increasing productivity, revenue, and sales conversions. 

Best for: Boosting team productivity

Developer: Salesforce

Key features: Autonomous lead nurturing, auto-generated emails, summaries, and other content; personalized responses based on CRM data; AI-driven lead and account scoring; optimal customer recommendations

Pro: Users love that Salesforce seamlessly integrates with thousands of business solutions and apps, so they can share data across the organization

Con: Some users find Salesforce to be out of their price range

Plans/pricing: Salesforce has a free trial, plus multiple tiers of plans based on the size of business, industry, product, and other factors

G2 rating: 4.4

AI CRM: What’s next in 2025 and beyond?

The majority of organizations use AI in at least one business function, and this number is set to grow. Artificial intelligence within CRMs and related software transforms the way businesses engage with their customers. It provides more accurate details about customer behavior, creates highly personalized content, and offers insightful data to make business decisions. As a result, organizations can more effectively serve their customers, closing more deals than ever before. 

However, AI CRMs have only been on the market for a few years, which means they are still evolving. In the future, AI CRMs will use new technologies to further enhance customer engagement.

We’re going to see hyper-personalization of customer communication, along with highly automated processes that still feel humanized and empathetic. Sales teams will shed more administrative processes onto AI, and focus their efforts on building relationships with prospects and customers.

Ready to get in on the ground floor of AI CRM? Take advantage of the free plans and free trials available so you can experience the benefits for yourself. Enhance the way your team interacts with leads and customers so you don’t get left behind.

Photo by Amy Hirschi on Unsplash