By 2028, 60% of B2B seller work will be executed through conversational user interfaces via generative AI sales technologies, up from less than 5% in 2023, according to Gartner, Inc.

“Sales operations leaders and their technology teams must prepare for the convergence of new forms of artificial intelligence, dynamic process automation and reinvented deal-planning activities that will transform the sales function,” said Adnan Zijadic, Director Analyst in the Gartner Sales Practice.

Generative AI Will Unleashing New Customer Insights

Generative AI stands to revolutionize how sales organizations capture, understand and utilize an array of more complex data signals.

Before generative AI, sellers would review disparate data sources to inform their tactics and messaging. Generative AI will enable sales leaders to streamline these processes, saving hours of seller time.

“By combining external and internal data sources, and automating complex manual processes, generative AI will unlock a richer understanding of target audiences and usher in a new era of sales decision-making,” said Zijadic. “This shift will see sales technology moving from being just a tool to truly becoming a teammate.”

Combining Sales Force Automation and Generative AI Enables New Ways to Sell

The combination of sales force automation (SFA) data and generative AI prompt engineering will facilitate the next generation of dynamic process automation, which enables leaders to make real-time adjustments to market strategies. AI can combine compelling buyer data and creativity to automate value messaging, producing high-quality content. Gartner predicts that in the next two years, 30% of outbound messages from large organizations will be synthetically generated.

AI will also drive impactful process automation use cases through mobile and smart devices, desktops and bots: Conversational experiences will be used to execute up to 14% of sales planning, 15% of customer meeting prep and 14% of deal negotiation.

“One of the most transformative use cases of generative AI will be process automation,” said Zijadic. “CSOs should invest in AI readiness and data maturity to ensure they’re ready to embrace this highly impactful use case.”

Reinventing Deal Strategy With AI-Enabled SFA Platforms

Successful adoption of generative AI adaptive sales and deal playbooks will provide new gains in sales productivity, presenting an opportunity to reanalyze how go-to-market (GTM) resources are allocated.

Gartner expects that the most significant impacts of generative AI on SFA platforms for planning purposes will materialize in the areas of guided selling, forecast management, visualization and analytics, integration and platform composability, and collaboration.

“In the next few years, Gartner expects 35% of chief revenue officers to resource a centralized ‘GenAI Operations’ team as part of their GTM organization,” said Zijadic.

Gartner clients can read more in Multidimensional CRM: How GenAI Will Revolutionize Sales Force Automation Platforms. Additional information can be found in the complimentary eBook, Maximize Sales Productivity with ChatGPT and webinar, How B2B Sellers Can Use Generative AI to Grow Revenue.  

About Gartner for Sales Leaders

Gartner for Sales Leaders provides heads of sales and their teams with the insights, advice and tools they need to address mission-critical priorities amid mounting pressures to drive growth through new and existing customers. With extensive qualitative and quantitative research, Gartner for Sales Leaders helps sales teams combat commoditization and price-based purchasing, develop critical manager and seller skills, elevate the value of sales interactions, unlock existing growth potential, and optimize sales force enablement. Follow news and update from the Gartner Sales practice on X and LinkedIn using #GartnerSales. Members of the media can find additional information and insights in the Gartner Sales Newsroom.