AI integration in SMEs : a guide for non technical businesses to enhance CRM and internal communications

Abstract

This thesis focuses on exploring the possibility of how Artificial Intelligence (AI) can be adopted for a non-technical SMEs workflow, specifically for both Customer Relationship Management (CRM) as well as Internal Communications. Through a literature review, this thesis aims to give an overview of Artificial Intelligence (AI) to non-technical SMEs, as well as an overview of how AI can be adopted. The study determined that the most optimal way for non-technical SMEs to adopt artificial intelligence is through utilising pre-built AI-powered tools that are currently available in the market.