AI VOICE ASSISTANT FOR FMCG SALES

Access CRM data via voice commands and use sales information in real time

Our AI voice assistant helps field service teams access CRM data directly via voice commands, prepare for customer appointments, access information on the go, and document results immediately. The focus is on fast, easy, and hands-free access to sales-relevant information from the CRM—exactly when it’s needed in the field sales team’s daily work.

In addition, the solution can also integrate reporting and analytics data, Outlook content, and company-specific documents. This expands voice-based CRM access with targeted additional context information that supports field staff during preparation, meetings, and follow-up.

➜ Compatible with SAP Sales Cloud and other CRM environments

➜ Voice-activated CRM access as a core use case

➜ Expandable to include additional functions and systems within the company

Field service teams need CRM information at exactly the right moment

Between client appointments, sales representatives need quick access to information: Who is the contact person? What happened during the last visit? What tasks are still pending? What topics should be addressed in the next meeting?

This information is typically stored in the CRM system but is often not readily available while on the go. Especially when working on the go, manually navigating through various views frequently leads to delays, interruptions, and extra effort.

The actual need of the field service team is therefore clear: direct, simple, and context-sensitive access to CRM data, without lengthy searches or interruptions to the workflow.

The solution: A voice interface with the CRM at its core

The AI voice assistant for field sales offers a natural way to access and capture CRM data using voice commands. Instead of manually navigating through applications, sales representatives can request information directly via voice and receive context-relevant answers immediately.

The key benefit is that the AI voice assistant significantly simplifies access to customer profiles, visit histories, tasks, activities, and other sales-relevant CRM information. In addition, meeting notes, updates, and next steps can be recorded directly via voice and written back into connected systems.

Additionally, the solution can integrate external sources and existing solutions to expand the CRM-based view:

Reporting and analytics information for additional insights
Draft emails in Outlook to save time
Company-specific documents for quick access to knowledge
External sources and existing solutions (e.g., route planners or AI agents) to complete the big picture

How it works

Before the appointment

Access customer profiles, recent interactions, pending tasks, visit histories, and other CRM information to prepare specifically for the conversation.

On the road

Ask questions about customers, activities, priorities, or sales-related developments and receive the necessary information directly via voice.

After the appointment

Dictate meeting notes, update customer data, create AI-driven sales opportunities, and record next steps directly in the CRM.

Added value for the field service

Make CRM information available faster and more easily

Relevant customer and visit information are available exactly when field staff need them—without complicated navigation or manual searches.

Better prepared for customer meetings

When information about customers, recent activities, pending tasks, and the context of the meeting is readily available, sales representatives can approach appointments with greater focus and confidence.

Enable documentation directly within the workflow

Insights from customer meetings can be recorded via voice immediately after the meeting and imported back into the CRM. Sales representatives receive targeted support throughout the process—from guided workflows to follow-up on open issues. This reduces delays, improves data quality, and simplifies tracking.

Features of the AI voice assistant

The AI voice assistant for field sales supports a wide range of sales-related interactions and provides direct, voice-based access to key company data. This includes, for example:

Natural language interaction with sales-related company data,
Retrieval of customer profiles and access to visit histories,
Access to open tasks and activities,
Scheduling and reviewing appointments as well as emails in Outlook,
Navigation to the next customer appointment via Apple CarPlay or Android Auto,
Recording of visit or conversation notes via voice,
Updating of existing CRM objects,
Use of reporting and analysis information to better contextualize CRM data,
Integration of Outlook functions to supplement appointment and communication contexts,
Document integration to make internal knowledge quickly available,
Provision of insights based on internal data and, optionally, external sources,
Integration of company-specific documents (e.g., via RAG-based access mechanisms).

Voice-based access to CRM data forms the core of the solution. Outlook appointments, reporting information, and documents specifically expand this view in areas where additional business context is useful for field staff—without shifting the focus away from the CRM.

Designed for your sales and IT environment

Sales Landscape: CRM Access and Sources

The solution is designed for integration with SAP Sales Cloud and can be adapted to other CRM systems. Voice-based CRM access forms the core of the use case.

Additionally, the solution can be expanded to include other relevant sources—such as Outlook, reporting and analytics platforms, existing enterprise solutions, and internal document repositories. This information supplements CRM access wherever additional business context is useful for the sales force.

For sales, this means: centralized voice-based access to CRM information, which can be expanded to include additional relevant content as needed.

Enterprise Requirements: Security, Governance, and Architecture

Voice-based access to business data requires a strong focus on trust, governance, and system control. The AI voice assistant can be tailored to enterprise requirements regarding secure authentication, role-based authorization, and controlled access to CRM data as well as supplementary information sources. Key enterprise aspects include:

role-based access concepts
controlled access to customer and corporate data
secure integration into corporate systems
governance-enabled architecture for business-critical use cases
controlled integration of internal and optional external information sources

How the voice assistant helps field staff in their daily work

Preparing for client meetings

Before client meetings, sales representatives can access specific, relevant CRM information and supplement it with appointment details, past activities, and other client-specific background information.

Targeted support on the go

While on the go or between appointments, you can access customer-related information, current developments, priorities, and activities directly via voice command.

Quick access to additional information

Internal documents, guidelines, or supplementary information can be incorporated if they provide a useful technical complement to the CRM-based perspective.

Documentation after the appointment

Meeting notes, follow-ups, and other notes can be recorded immediately after the appointment and synced back to connected systems.

Frequently Asked Questions

Which systems can be integrated?

The solution is designed for the SAP Sales & Service Cloud and can be adapted to other CRM environments. Depending on the use case, Outlook, reporting sources, internal document repositories, and other enterprise systems—such as ERP solutions—can also be integrated.

What is the primary use case for the solution?

The primary use case is voice-based access to CRM data for field service teams. In addition, information can be captured directly via voice and recorded back into the CRM. In this way, the solution supports both rapid access to information and efficient documentation.

Can company-specific functions and linguistic nuances be taken into account?

Yes. The voice assistant is designed to specifically accommodate company-specific requirements—ranging from customizable functions to technical terminology, process logic, and linguistic nuances. The solution can be expanded flexibly as needed.

Is the data cached?

No. The data is accessed directly from the CRM . Therefore, no additional data storage is required .

What will interacting with the voice assistant be like?

The solution was specifically developed for voice-based dialogue between sales representatives and voice assistants. The focus is on the ability to interact contextually with real CRM data, retrieve information, and perform actions directly via voice. This results in a particularly intuitive and efficient user experience.

Is the solution suitable for mobile field service teams?

Yes, the application is specifically designed to support mobile sales representatives while they are on the road and between client appointments.

See how voice-based CRM access can support your field service team

Discover how direct access to CRM data via voice commands reduces administrative overhead, improves call preparation, and equips sales representatives on the go with exactly the information they need at the critical moment. Supplementary sources such as Outlook, reporting tools, and internal company knowledge expand on this core functionality precisely where additional subject-matter context is required.