Modern-day customer relationship management (CRM) systems have become a vital element of the business ecosystem, orchestrating engagement at a personalized level and scale. Transparency becomes necessary in automated systems and machine-learning environments, especially when these systems have an increasing prominence in operations.
Thus, explainable AI can be a solution: it makes model decisions interpretable and justifiable. This proved very powerful when combined with stream processing, allowing responsiveness in real time. Hence, together, they may remodel CRM platforms into intelligent systems: automated and yet understandable and controllable.