SugarCRM Touts Intelligent CRM Strategy at SugarCon Event

During its annual SugarCon conference last week, customer relationship management (CRM) firm SugarCRM unveiled a new machine learning-based offering that's currently in development: Sugar Intelligence Service.

The service, which will be delivered through a Siri- or Cortana-like artificial intelligence (AI) agent called "Candace," will combine companies' in-house data with other outside sources to provide predictive analytics and a more 360-degree view of customers.

No release date or pricing information has been announced at this time. The intelligence service will function as a "one-stop shop of information" about seller-customer interactions, according to SugarCRM.

'More Time Learning from Data'

SugarCRM chief product officer Rich Green led a demonstration of Candace and the new intelligence service during his presentation at the SugarCon conference in San Francisco on Wednesday. New technologies are helping to transform CRM, he said, noting that SugarCRM's new service builds on technologies that were added through two recent acquisitions: Contastic and Stitch.

Acquired by SugarCRM for an undisclosed sum in March, Contastic's flagship product is an automated natural language processing platform designed to help companies quickly provide customers with helpful and relevant information. Stitch, purchased in March 2015, specialized in personal assistant technologies for mobile users.

Those technologies of those two companies are enabling SugarCRM to build future service offerings based on intelligent agent technologies, Green said. "In the near future, we plan to give Sugar users the ability to gather and analyze customer intelligence from a broad range of sources so that people spend less time entering data into the CRM and more time learning from it," Green said in a statement.

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