Microsoft introduces Dynamics 365 Copilot - an AI assistant in D365 applications

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An interactive, AI-powered support for sales, customer service, marketing, and supply chain - Microsoft Dynamics 365 Copilot leverages generative AI and natural language processing technology to perform simple, yet time-consuming daily tasks that workload employees but can be automated.

9 out of 10 employees would like simpler ways to automate repetitive tasks to focus on challenging activities, according to a survey of digital assistive tools conducted by Microsoft in January 2023.

To meet these expectations, Microsoft is enriching its ERP and CRM applications in Dynamics 365 with Copilot - an interactive AI assistant that accompanies the employee, helps them with creative work, generates content, takes over customer contact, analyses data and suggests optimal actions - performing tasks based on the employee's current needs.

Copilot in Microsoft Viva Sales

Copilot in Microsoft Dynamics 365 Sales and Viva Sales helps salespeople with common office tasks.

The AI assistant can write email responses to customers or Teams meeting email recaps in Outlook. For the summary, Copilot pulls data from the CRM on e.g. product details or price, and draws conclusions from the call recording in the Teams app.

The seller gains significant help in checking and replying to messages - and these activities can take up to 66% of a salesperson's time.

Copilot in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service users gain support in preparing contextual responses to both chat and email queries, enabled by the artificial intelligence in Dynamics 365.

In addition, Copilot can provide interactive chat based on the company's knowledge base and the information collected about the customer and their queries, so that the customer is not left out of the loop.

The conversational tools available in the Power Virtual Agents service, using Azure OpenAI and the Bing engine, enable quick and intuitive programming of virtual agents who pull information from company websites and internal knowledge sources selected by the user to solve customer problems.

Copilot in Dynamics 365 Customer Insights

With the help of Copilot in Microsoft Dynamics 365 Customer Insights, the marketing team can create highly personalised and targeted segments by dialoguing with the customer data platform using natural language.

Marketing staff can receive suggestions for additional segments that were not previously considered.

Copilot in Customer Insights can perform complex calculations and match customers to specific customer profiles.

Copilot in Dynamics 365 Marketing

Microsoft Dynamics 365 Marketing users can have a conversation with the Copilot bot, which will create a target segment based on a verbal description of the customer segment using the query support function.

Copilot will suggest inspiration for new content-based email campaigns in response to a simple user query. To increase the relevance of the ideas generated, Copilot will combine key topics suggested by the employee, the company's marketing email history and online sources.

Workflows for data mining, customer segmentation and content creation are simplified and more intuitive with the help of the Copilot service in Dynamics 365 Customer Insights and Marketing applications.

Copilot in Microsoft Supply Chain Center

Copilot in Microsoft Supply Chain Center, which can be accessed by Dynamics 365 Supply Chain Management users, signals external factors such as weather, financial condition or field conditions that can affect key supply chain processes.

Predictive analysis performed by Copilot captures the material orders, inventory, transport carrier, distribution network and others affected by these factors.

Sourcing strategists can automatically prepare an email generated by Dynamics 365 Copilot to alert customers, suppliers and mitigate potential disruptions before they occur.

The next generation of business applications is being transformed by AI. Microsoft, through the Copilot service, brings automation from AI in Dynamics 365 to every line of business - ERP and CRM applications, improving the customer experience, supporting employees, and increasing operational efficiency.

If you would like to run Microsoft Dynamics 365 Copilot in your applications, please contact our consultant.

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