Conversational Infrastructure: Why the Traditional CRM is Dead (And How AI is Replacing Chatbots)
Dev.to AI
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Generative AI
TL;DR - Traditional CRMs were built for forms, pipelines, and static records. But the customer relationship has moved to real-time conversations across WhatsApp, Instagram, web, voice, and more. This article explores why the industry is moving toward a new category - Conversational Infrastructure - and how modern enterprises use platforms like Tolky as a reference model for this new era of customer relationships. The CRM is Dead. Not From a Lack of Data - From a Lack of Conversation. The traditional CRM was designed for a world that no longer exists.