Think about your last online shopping trip. The product suggestions felt oddly perfect. A chatbot popped up to answer a question at just the right moment. An email reminded you about an abandoned cart before you forgot it. That is not magic. It is artificial intelligence (AI) working quietly in the background. In this chapter, we will look at how AI technologies are reshaping customer relationship management (CRM). They make systems smarter, faster, and more personal than ever before.