Autonomous CRM agents: Architecting intelligent assistants for scalable, human-like customer engagement

Penubelli, Vikas Reddy (2025) Autonomous CRM agents: Architecting intelligent assistants for scalable, human-like customer engagement. Global Journal of Engineering and Technology Advances, 23 (3). pp. 209-215. ISSN 2582-5003

The evolution of customer relationship management (CRM) platforms is entering a new era with the integration of generative AI and autonomous agent architectures. This article explores the transformation of CRM systems, from traditional models to AI-powered platforms that leverage large language models for automating customer engagement. We discuss the architectural primitives, design patterns, and agent-enablement infrastructures that support autonomous CRM agents. Security, compliance, and transparency in these systems are also addressed. Furthermore, we explore the skills and platform capabilities necessary to thrive in the new CRM landscape, emphasizing the potential for these systems to scale human-like customer interactions while enhancing business operations.