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  • Luke Caldwell

Introducing Microsoft Dynamics 365 Copilot

Updated: Sep 25, 2023

Microsoft is excited to announce their all-new cutting-edge tool infused with interactive AI capabilities that spans across various aspects of business operations, Dynamics 365 Copilot.


Microsoft Dynamics 365 Copilot

According to a recent survey conducted by Microsoft on business trends, an overwhelming 90% of employees aspire to leverage AI to streamline repetitive tasks in their roles. With the arrival of Dynamics 365 Copilot, organizations can empower their workforce with AI-driven tools tailored to sales, service, marketing, operations, and supply chain functions. These AI functionalities empower individuals to dedicate more of their time to the most rewarding aspects of their jobs while minimizing the drudgery of routine tasks.


For years, CRM and ERP systems have been pivotal sources of customer and business data. However, they often impose time-consuming duties like manual data input, content generation, and note-taking. Dynamics 365 Copilot harnesses recent strides in generative AI to automate these mundane tasks, thereby unleashing the full creative potential of the workforce. By leveraging CRM and ERP systems, Dynamics 365 Copilot accelerates innovation and drives better outcomes across all business domains.


In Microsoft Dynamics 365 Sales and Viva Sales, Copilot revolutionizes the seller's experience by significantly curtailing time spent on administrative tasks. AI lends a hand in crafting email responses to customers and even compiles email summaries of Teams meetings within Outlook. These meeting recaps draw from the seller's CRM data, encompassing product details, pricing information, and insights gleaned from recorded Teams conversations. Given that sellers can dedicate up to 66% of their day to email correspondence, this offers a considerable advantage by affording them more quality time with clients.


In the realm of Dynamics 365 Customer Service, Copilot empowers agents to provide exceptional customer care. Copilot generates contextual responses for inquiries in both chat and email formats. Moreover, it offers an interactive chat experience by tapping into knowledge bases and case histories, ensuring AI-powered expertise is perpetually accessible for answering questions. Microsoft is also streamlining the process of constructing virtual agents for customer service departments through conversation boosters in Power Virtual Agents. These tools leverage the capabilities of Azure OpenAI Service and Bing to source answers from designated company websites and internal knowledge bases.


In Dynamics 365 Customer Insights and Dynamics 365 Marketing, Copilot simplifies marketers' workflows across data exploration, audience segmentation, and content creation.

  • In Dynamics 365 Customer Insights, marketers can engage in a natural language dialogue with their customer data platform to curate finely personalized customer segments. Copilot even offers suggestions for previously unconsidered segments, enriching the process. This feature adeptly handles intricate calculations and matches customers fitting specific profiles.

  • Within Dynamics 365 Marketing, Copilot enables marketers to articulate their customer segments in their own words, crafting target segments with the assistance of query assist. Drawing insights from marketer-entered topics, existing marketing emails, and a wide array of online sources, Copilot enhances the relevance of generated ideas.

For Dynamics 365 Business Central, Copilot streamlines the creation of product listings for online commerce. Using attributes like color, material, and size, captivating product descriptions for online storefronts can be generated within seconds. These descriptions can be further customized by selecting tone, format, and length.


Lastly, within Microsoft Supply Chain Center, accessible to Microsoft Dynamics 365 Supply Chain Management users, Copilot proactively highlights external factors such as weather, financial indicators, and geography that could influence critical supply chain processes. Predictive insights then pinpoint affected orders across materials, inventory, carriers, distribution networks, and more. Supply chain planners can subsequently draft automated emails generated by Dynamics 365 Copilot to forewarn affected partners and avert potential disruptions.


We are now entering a new phase in the evolution of business applications, with generative AI at the forefront. Users increasingly anticipate AI-powered expertise integrated into their CRM and ERP applications. Dynamics 365 Copilot introduces the latest AI breakthroughs to every facet of business, enriching customer experience, employee satisfaction, and operational efficiency. Throughout this advancement, Microsoft's steadfast commitment to responsible AI is evident—their framework for the responsible deployment of AI technologies underpins every innovation.


This announcement builds upon the recent surge of AI-driven progress across Microsoft 365, Dynamics 365, and the Power Platform. This encompasses the next generation of AI capabilities within Microsoft Teams, the collaboration platform boasting over 280 million monthly active users; Viva Sales, revolutionizing the sales process through an integrated sales copilot within Microsoft 365; and Power Apps, empowering citizen developers to write code using natural language interfaces.


Want to learn more about what Dynamics 365 integrated with Copilot can do for your business?



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