Judging by the surge of news coverage it has received in the past 12 months, artificial intelligence (AI) seems to have suddenly become a driving force in almost every facet of our lives. Tools like ChatGPT have quickly become invaluable knowledge resources, with the power to process vast amounts of data to understand, generate and interpret human language.

But the reality is, AI has been having a dramatic effect on business technology for years. To wit, the technology first appeared in enterprise resource planning (ERP) systems in the early 2000s, initially focusing on automating routine tasks, such as data entry and analysis, financial transactions and basic customer service interactions. Today, AI is having a transformational effect on ERP systems, managing more complex tasks, such as advanced supply chain management and personalised customer support interactions. This article explores the latest AI technologies driving innovation in ERP systems, the roles these technologies play in transforming business operations and the benefits companies can realise from harnessing their power.

What Is AI in ERP?

AI in ERP systems represents an exponential leap in how companies manage their operations, resources and decision-making processes. By leveraging AI’s machine-learning (ML) algorithms and data analytics capabilities, ERP systems can automate routine tasks, such as invoice processing, and more complex processes, such as predictive financial forecasting. AI in ERP systems can also analyse vast datasets to identify patterns that help companies anticipate trends and develop actionable insights so they can adapt and respond quickly to market shifts. For example, by analysing trends in customer behaviour and market dynamics, companies can forecast changes in demand and, in response, proactively adjust production schedules, marketing strategies or product development plans to remain competitive.

Key Takeaways

  • AI technologies first began appearing in ERP systems in the 2000s, automating routine tasks, including data entry and analysis, financial transactions and basic customer service interactions.
  • In recent years, technologies like machine learning, natural language processing and robotic process automation have enabled ERP systems to automate complex tasks and drive sharper decision-making.
  • Advanced ERP systems use AI technologies to drive more accurate forecasts, optimise supply chains and deliver personalised customer experiences.
  • Companies should make sure employees have the skills to manage the new workflows that AI-enabled ERP systems create.

AI in ERP Explained

Considering AI technology only began appearing in ERP systems in the early 2000s, its impact has been nothing short of staggering. In their nascent stages, AI capabilities in ERP systems were primarily geared toward basic task automation that improved operational efficiency. For example, ML algorithms were employed to optimise inventory management by forecasting demand based on historical data trends. The benefits were immediately evident, with companies experiencing reduced overhead costs and improved supply chain management.

Fast-forwarding to the present, AI features in ERP have made eye-popping advancements. According to McKinsey, AI could add $25.6 trillion to the world’s economy. Today’s AI-driven ERP systems are capable of sophisticated analytical predictions, enhancing customer relationship management (CRM) through personalised interactions and providing strategic insights that inform decision-making processes at the highest levels. Companies are taking advantage of these capabilities to drive growth, adapt swiftly to market changes and build competitive advantages. For example, predictive analytics in finance can accurately forecast revenue fluctuations, enabling proactive financial planning and risk management.

Looking ahead, the future of AI in ERP systems seems limitless, driven by emerging technologies like generative AI, advanced ML models and natural language processing (NLP), which help computers comprehend, generate and respond to human language as if they, too, were human. These innovations promise to further revolutionise ERP systems by enabling more natural interactions between users and systems, automating complex decision-making processes and offering an even deeper understanding of business operations.

Types of AI Technologies in ERP

ML, NLP and predictive analytics aren’t the only technologies having a dramatic effect on ERP systems. Image recognition, anomaly analysis and automated “bots” are also driving rapid innovations. The following list outlines the AI technologies with the greatest impact on ERP systems.

Machine Learning

ML has become one of the most powerful components of advanced ERP systems, delivering transformational capabilities that improve operational efficiency and reduce errors across a wide range of tasks. ML technologies are becoming increasingly popular, with the global market for ML technology expected to grow from $21.17 billion in 2022 to $209.91 billion by 2029. ML allows ERP systems to identify patterns and learn from data to make predictions without being explicitly programmed to do so. As a result, ML not only helps automate routine tasks, but it can also significantly sharpen decision-making by providing predictive analytics for better planning and forecasting, for example.

Natural Language Processing

NLP forms the foundational layer that enables computers to understand, interpret and generate human language. In the past year, large language model (LLM) technology, such as ChatGPT, has revolutionised NLP, allowing computers to generate more coherent, relevant and contextually appropriate responses than traditional NLP models. It has also led to explosive growth in NLP technology. The global market for NLP technology is expected to grow from $19.7 billion in 2022 to a staggering $112.3 billion by 2030.

In the context of ERP systems, NLP allows the processing of unstructured text, such as customer feedback, emails and reports, as well as the understanding of user queries or commands, in natural language. This is a critical capability for extracting insights from data, automating data entry and making it possible for users to interact with an ERP system using conversational language. The impact of NLP lies in its ability to bridge the gap between human communication and machine understanding, enhancing the accessibility and usability of ERP systems.

Chatbots and Virtual Assistants

Chatbots and virtual assistants are the interfaces through which users benefit from NLP capabilities. Built on top of NLP capabilities, these technologies use scripted dialogues or AI-driven responses to simulate conversations and assist users with specific tasks within the ERP system, such as retrieving information or navigating software. They provide immediate, 24/7 assistance to reduce the need for manual intervention, which improves user satisfaction and business efficiency. Chatbots and virtual assistants are ideally suited for tasks that require user engagement, such as customer-service inquiries and employee self-service portals.

Predictive Analytics

Predictive analytics, sometimes referred to as predictive modeling, is a form of advanced analysis that uses historical data, statistical algorithms and ML techniques to identify the likelihood of future outcomes. In ERP systems, it plays a crucial role in tasks like demand forecasting, maintenance scheduling and financial planning. For example, predictive analytics can analyse past sales data and market trends to forecast future product demand. Companies can then adjust inventory levels and production plans to avoid overstock or stockouts. Integrating predictive analytics into ERP systems reduces costs by optimising resource allocation, improves customer satisfaction by anticipating needs and addresses potential issues proactively before they escalate.

Image Recognition

Image recognition allows systems to identify objects, places, people and actions in images. In ERP systems, it can automate the processing and analysis of visual data, such as video images or scanned documents. For example, the technology can pinpoint defects or irregularities in raw materials to maintain quality control in manufacturing. It can also recognise and track goods to better manage inventory and be used to scan documents into editable and searchable formats. By facilitating the automated and precise analysis of visual data, image recognition technology helps businesses glean deeper insights into their products and processes.

Robotic Process Automation (RPA)

RPA employs software robots, also known as “bots,” to automate routine tasks across applications, using predefined rules and instructions that mimic human interactions with computer systems. The popularity of bots is on the rise. A 2022 study by Robocorp found that 67% of respondents invested in RPA technology during the previous year and another 81% planned to increase RPA investments in the following year. In the context of ERP systems, RPA excels at tasks that, while crucial, are time-consuming and prone to human error, such as data entry and transaction processing. By removing the need for human intervention, RPA allows workers to focus on more strategic initiatives.

Data Mining and Advanced Analytics

ERP systems consolidate vast amounts of cross-departmental operational data, including finance, human resources (HR) and customer data. Data mining and advanced analytics scour that data to uncover patterns, correlations and insights that aren’t immediately apparent to support intelligent decision-making and a deep understanding of business operations, customer behaviour and market trends. Data mining and advanced analytics technologies can play an important role in predicting future demand, identifying cost-saving opportunities and optimising supply chain operations. The result is more proactive, data-driven decisions that lead to tighter operational efficiency, reduced costs and improved customer satisfaction.

Sentiment Analysis

Sentiment analysis is a facet of NLP that interprets and classifies emotions within text, offering insights into everything from customer sentiment to brand perception. In ERP systems, sentiment analysis can play a critical role in CRM systems by analysing feedback, reviews and social media interactions to gauge customer satisfaction and identify areas for improvement. Tasks like monitoring brand reputation, understanding customer needs and tailoring marketing strategies can benefit greatly from the ability of sentiment analysis technology to improve customer engagement strategies, proactively address customer concerns and streamline decision-making processes based on shifting customer perceptions.

Anomaly Detection

All businesses face unexpected challenges beyond their control, such as economic downturns, supply chain disruptions, regulatory changes and natural disasters. Success despite these setbacks often comes down to how quickly businesses can respond to minimise the damage. Anomaly detection technology can be a difference-maker by helping companies identify data points or events that deviate significantly from the norm. Within ERP systems, anomaly detection plays a crucial role in monitoring and maintaining the integrity of financial transactions, operational processes and supply chain logistics by swiftly identifying irregularities that could indicate fraud, errors or inefficiencies. For example, it can help detect fraud in financial operations, identify quality control issues in manufacturing processes and immediately recognise supply chain disruptions.

How AI Is Transforming ERP

AI technology has been driving advancements in ERP systems for years. What began with simple process automation has advanced considerably, with technologies like predictive analytics driving decision-making and ML fueling operational efficiency. Here’s where AI-enabled ERP systems are having the greatest impact.

1. Automated Operations

Automation is one of the most powerful use cases for AI-driven ERP systems. At the most basic level, AI can automate processes that require precision, speed and efficiency, such as data entry, financial transactions and basic customer service inquiries. But AI technologies, such as ML, NLP and RPA, can also learn from data, understand human language for better customer interaction and execute more complex, yet repetitive tasks without human intervention. The result is more advanced automated decision-making and predictive analytics capabilities. For example, ML algorithms can optimise logistics and delivery routes in real time, appreciably reducing operational costs and boosting customer satisfaction.

2. Advanced Data Analysis

AI capabilities let ERP systems go beyond traditional data processing, facilitating deep analysis that uncovers insights that would be challenging, if not impossible, for humans to identify manually. Fueled by ML, data mining and predictive analytics, AI-enabled ERP systems can analyse historical data and identify patterns, trends and correlations, leading to smarter, data-driven decisions and more focused strategic planning. They also play a pivotal role in forecasting future market behaviours, optimising resource allocation and personalising customer experiences. For example, an AI-enabled ERP system can analyse individual customer purchase histories and preferences to offer personalised product recommendations and promotions, adding to the shopping experience and fostering customer engagement.

3. Personalised Experiences

AI in ERP systems can help companies tailor interactions and services to individual preferences and behaviours, up-leveling both customer and employee engagement. ML and NLP, for example, can analyse user data, preferences and behaviours to automatically adjust interfaces, recommendations and communications to match individual needs. For customers, this could mean personalised product recommendations based on past purchases or browsing behaviour. For employees, it might result in a customised dashboard that prioritises tasks and information according to roles and work patterns.

The benefits of personalised experiences are profound. A 2022 study by Statista showed that 50% of respondents said a successful personalisation strategy increased revenue. For customers, personalisation can lead to increased satisfaction, loyalty and sales because offerings are more closely aligned with their needs. For employees, a tailored ERP experience can improve efficiency and job satisfaction by minimising irrelevant information and streamlining task management.

4. Enhanced Customer Service

AI has become a critical driver of how advanced ERP systems are redefining the way companies interact with customers, generating greater responsiveness, personalisation and efficiency. NLP and ML technologies, for example, can interpret customer queries, predict customers’ needs and provide timely, accurate responses to questions. In addition, RPA-powered chatbots can handle a wide range of customer service inquiries in real time, from tracking order status to resolving common issues, such as billing discrepancies. This not only speeds response times but also allows customer service representatives to focus on more complex queries that require a human touch.

For customers, the benefits are substantial, in the forms of faster resolution times and personalised interactions that, in turn, often lead to higher customer satisfaction rates for the business. AI’s predictive capabilities also give companies the power to anticipate customer needs and address them proactively.

5. Improved Forecasting

Specific AI technologies, such as ML for predictive analytics, deep learning for processing complex datasets and NLP for analysing unstructured data, can have a profound effect on forecasting. These technologies can quickly sift through large volumes of data to identify patterns and trends that human analysts might overlook. As a result, ERP systems can more accurately predict market trends, customer behaviour and supply chain disruptions. In addition, better forecasts help businesses achieve higher levels of operational efficiency by more closely matching supply with demand, allocating resources more effectively and capitalising on market opportunities.

6. Optimised Supply Chains

AI capabilities in ERP systems make it possible for companies to analyse and interpret large volumes of data in real time, from supplier performance and inventory levels to demand forecasting and logistics. By using ML algorithms, predictive analytics and NLP technologies, for example, ERP systems can anticipate supply chain disruptions and smooth procurement processes. ML can also predict spikes or lulls in demand, enabling companies to adjust inventory and production schedules in advance. Predictive analytics can identify potential supply chain bottlenecks before they cause issues, while NLP can elevate communication with suppliers by automating routine inquiries and transactions.

Optimised supply chains also build stronger supplier relationships through better communication and reliability. They also increase customer satisfaction by providing faster, more accurate order fulfillment.

7. Risk Management

In today’s rapidly changing business environment, deftly navigating various risks — ranging from operational to financial, supply chain and compliance — plays a critical role in a company’s success and longevity. Incorporating AI within risk management strengthens companies’ resilience in the face of uncertainties and positions them to capitalise on opportunities with a clear understanding of the risk landscape.

AI capabilities in ERP systems help companies shift from reactive to proactive, giving them the ability to foresee and mitigate risks before they escalate, safeguard assets and ensure continuity of operations. In particular, ML and predictive analytics are driving change in risk management processes. ML algorithms can sift through vast amounts of data to detect patterns and anomalies that may indicate potential risks, such as fraud detection in financial transactions. Predictive analytics can also forecast potential supply chain disruptions by analysing market trends, supplier stability and geopolitical events, so that companies can take preventive actions.

8. Continuous Learning and Improvement

AI technologies play critical roles in a company’s ongoing improvement cycle. They allow ERP systems to process and learn from both structured and unstructured data, identify trends and predict outcomes with increasing precision. For example, an AI-enabled ERP system can continuously analyse operational data to identify inefficiencies and suggest improvements, which helps build an environment where processes are constantly refined based on real-time feedback and insights. The continuous learning provided by AI technologies improves agility and responsiveness to market changes, increases operational efficiency and, ultimately, speeds up innovation.

Benefits of AI in ERP

Integrated ERP systems already deliver a wealth of benefits, from improved efficiency to stronger decision-making, but AI technology can elevate those benefits to an even higher level. The following list details the many ways AI-enabled ERP systems can affect everything, from productivity and decision-making to scalability, customer experience and security.

  • Boosts overall productivity: AI, in general, has been a key driver of increased business productivity. In a 2023 Forbes study, 64% of businesses said AI would improve overall productivity. In ERP systems, RPA and ML can hone workflows, such as invoice processing and customer order management. This can minimise manual data entry and error rates, while freeing up staff to focus on more strategic tasks that increase productivity and operational efficiency.
  • Delivers real-time insights and predictive analytics: ML algorithms can analyse historical sales data and current market realities to accurately predict future demand, giving companies the ability to optimise inventory levels and production schedules in real time. This reduces the risk of stockouts and excess inventory and improves operational efficiency and customer satisfaction.
  • Uncovers patterns and provides actionable insights: ML and data analytics can, for example, identify bottlenecks in supply chain logistics by analysing patterns in order-processing times, delivery efficiency and supplier performance. This enables businesses to make data-driven improvements to bolster operational efficiency and reduce costs.
  • Creates personalised user experiences: AI technologies like NLP and ML give ERP systems the power to analyse customer interactions and feedback in order to offer tailored product recommendations and support services. When customers receive relevant, personalised content and assistance, customer satisfaction and loyalty have been shown to increase. Chatbots can also create personalised experiences for ERP users.
  • Automates routine tasks for greater efficiency: RPA, ML and image recognition technologies in ERP systems can automate routine tasks, such as invoice matching and data entry. This not only speeds up transaction processing but also reduces errors associated with manual data handling. In addition, it allows workers to focus on more complex and strategic activities.
  • Enhances customer interaction with predictive solutions: Predictive analytics and ML in AI-integrated ERP systems can forecast individual customer needs and preferences, so companies can proactively support and personalise product offerings. As a result, they can predict and address issues before the customer is even aware of them, such as a possible shortfall in in-demand products, driving greater satisfaction and loyalty.
  • Analyses trends for strategic foresight: AI-enhanced ERP systems can use ML algorithms to analyse historical data and external market trends to, for example, identify emerging consumer preferences or potential supply chain disruptions. Companies can then use that information to adjust their product lines or inventory levels ahead of market shifts.
  • Offers scalable flexibility for resource efficiency: ERP systems can use ML technology to dynamically allocate resources, based on real-time demand forecasts and operational capacities. Better resource allocation reduces waste and improves production efficiency, inventory management and workforce planning.
  • Monitors operations to maintain integrity: AI-powered ERP systems can use anomaly detection algorithms to continuously monitor operations for unexpected deviations, such as unauthorised system access or unusual transaction patterns. As a result, companies can identify potential security or compliance issues in real time.

Challenges of AI in ERP

While AI automation often tames the complexity of ERP systems, there are still some challenges companies should acknowledge before implementing it. Preparing for the following hurdles can smooth the transition.

  • Integration complexity: The power of AI technology is directly proportional to the quality of the data it analyses. As a result, companies need clean, consistent data, preferably in a single database, to reap the rewards of AI in ERP systems. That’s why seamless integration among finance, CRM, supply chain management (SCM) and HR systems, among others, is so critical. Companies will also need to ensure that any distinct AI tools can seamlessly integrate with all ERP components — a process made easier by investing in modular, AI-ready ERP solutions that natively integrate components.
  • Change management: Taking advantage of AI in ERP systems often leads to significant shifts in organisational processes, which can necessitate extra training so employees can adapt to new skill requirements and workflows. For companies, this transition demands not only technical upskilling but also a cultural shift toward embracing AI-driven decision-making and operations. If employees are uncomfortable with new technologies or fearful of job displacement, they may resist changes. Overcoming this challenge requires thorough planning, effective communication and training programs to ensure that staff members are comfortable with AI technology.
  • Skill gaps: Deploying and managing AI technologies may require specialised knowledge in data science, ML algorithms and AI integration that existing staff may not possess. As a result, organisations face the task of either upskilling current employees or recruiting new talent with the necessary technical skills. In a highly competitive market clamoring for AI expertise, it can be difficult and costly to find and retain qualified professionals. Companies that invest in training and development to bridge these skill gaps can be sure their teams will fully maximise the potential of AI in their ERP systems.

Ready to Take Advantage of AI in ERP? Check Out NetSuite

NetSuite’s approach to AI in its ERP solution focuses on automating processes, providing actionable insights and personalising user interactions. AI capabilities are natively embedded into NetSuite’s seamlessly integrated modules for finance, HR, CRM, SCM and manufacturing. Each module leverages advanced analytics, predictive insights and automation features to simplify a wide range of tasks, including financial reconciliations and customer-service inquiries. NetSuite ERP’s latest release offers three new AI-powered tools — addressing text generation, capture of invoice information while eliminating manual data entry, and automation of data analysis in planning and budgeting. NetSuite’s AI-driven analytics can also forecast sales trends, optimise inventory levels and identify inefficiencies in the supply chain, giving customers the tools needed to proactively overcome challenges and capitalise on opportunities.

NetSuite also offers intelligent workflow automation to reduce manual data entry and processing times, allowing staff to focus on other strategic tasks. Additionally, its AI-powered personalisation enhances the customer experience by tailoring interfaces and recommendations to individual user preferences and behaviours.

NetSuite’s AI-driven platform offers a unified experience that boosts productivity and decision-making without the need for extensive customisations. In addition, NetSuite’s 100% native cloud-based ERP platform gives businesses of all sizes access to these powerful, scalable AI tools.

With AI technologies, the more they’re used, the more they learn and improve. That bodes well for the future development of data-rich systems like ERP solutions, which will continue to harness AI to not only automate increasingly complex tasks but also mine data for richer insights that fuel better decisions.

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AI in ERP FAQs

How is AI used in ERP?

Enterprise resource planning (ERP) systems leverage artificial intelligence (AI) to enhance decision-making, automate routine tasks and provide predictive analytics. AI helps companies build real-time insights into business operations, optimise supply chains by forecasting demand accurately and improve customer service through technologies like intelligent chatbots and virtual assistants. AI-driven ERP systems can also detect anomalies in data to prevent fraud and ensure compliance.

Can AI replace ERP?

No, artificial intelligence (AI) can’t replace enterprise resource planning (ERP) systems, but it can certainly enhance them. ERP systems serve as the backbone of enterprise operations, integrating core business processes, such as finance, human resources and supply chain management, while AI acts as a powerful layer that optimises these processes. AI adds intelligence to traditional ERP functions, automating tasks and providing insights that improve decision-making and operational efficiency. Together, AI and ERP create a more advanced, efficient and intelligent system for managing business operations.

Can ERP be automated?

Absolutely. Enterprise resource planning (ERP) systems can be significantly automated using artificial intelligence (AI) technologies, such as robotic process automation (RPA) and machine learning (ML). These technologies can automate repetitive tasks, including data entry, invoice processing and report generation, to streamline efficiency and reduce the likelihood of human-generated errors. This not only speeds up business processes but also frees up employees to focus on more strategic, value-added activities.

What is the relationship between ERP and business intelligence?

Enterprise resource planning (ERP) systems and business intelligence (BI) tools are complementary technologies. ERP systems collect and organise data from across an organisation’s operations, serving as a comprehensive data repository. BI tools then analyse that data to provide actionable insights, trends and patterns that support strategic decision-making. Integrating BI with ERP systems enhances the value of the data collected by ERP systems and provides the foundation for sound decisions based on real-time information.