Microsoft introduces AI "copilots" for CRM, sales, and customer service

Dynamics 365 Copilot, which Microsoft claims to be "the world's first AI copilot natively built-in to both CRM and ERP applications," was revealed today. The corporation is implementing the system as a component of many software packages, such as CRM, sales, and customer service.

"Copilot enhances Dynamics 365 with the strength of next-generation AI capabilities and natural language processing, collaborating with business professionals to help them generate ideas and content more quickly, finish laborious tasks, and obtain insights and the best course of action simply by articulating what's required." Corporate vice president Emily He oversees business application marketing.

CRM. Marketers can explore, evaluate, and comprehend customer segment sizes and preferences by posing queries in natural language using Dynamics 365 Customer Insights and Dynamics 365 Marketing.

He added, "For instance, a marketer might want to find San Francisco, California-based clients with a high customer lifetime value who have also made a purchase within the last ninety days." Copilot generates the findings with a few clicks and includes details like average client age, product preferences, and average purchase price. After that, a section with these insights can be set up to promote a campaign. Marketers can now have a deeper insight of their customers in almost real-time using Copilot.

Sales. Copilot expands on the AI features for Dynamics 365 Sales and Viva Sales that were revealed last month. Among these included making recommendations for material based on emails from customers that contained information unique to the individual, like deadlines, prices, and discounts.

Integrating customisable email systems and making email replies publicly available are examples of new features. For instance, it can send out an email suggesting a time for a meeting depending on what time slots are available on the seller's Outlook calendar. Additionally, a feedback feature lets sellers give the AI-generated material a thumbs up or down, which helps to improve and refine subsequent responses.

Additionally, the copilot offers AI-generated summaries of important subjects, problems, and concerns from meetings and calls. Based on CRM and meeting data, it can then provide a summary of the conversation that includes action items and follow-up dates. "With Teams, summaries can be created for a variety of meeting kinds, such as internal and multi-participant calls, assisting sellers in remaining focused and organized during crucial, content-rich sales meetings," the official blog states.

The copilot is available for purchase individually for Salesforce and other CRM systems, and it comes with Viva Sales as well.

client support. The copilot in Dynamics 365 client Service can assist support staff with client inquiries and has access to the customer's case history.

"Agents may instantly create a draft email or chat answer for customers with just one click using Copilot. Based on the ongoing live conversation, Copilot comprehends the context; finds pertinent data from reliable websites and internal documents, such as knowledge base articles and cases that have already been addressed; and composes a response that the agent can examine and forward to the client.

Additionally, it can aid in the diagnosis of more complicated client problems, the search for fixes, and the summarization of draft replies for all forms of communication.

Additional AI-powered items.

• Issues with location, finances, and weather that may affect supply chain operations can be flagged by Copilot in Microsoft Supply Chain Center. Then, planners have the option to instruct Copilot to automatically create an email warning any partners that may be affected.
• With Dynamics 365 Business Central, Copilot can now assist businesses in quickly creating product listings.

Why it matters to us. The goal of each of these copilots is to simplify the lives of marketers, salespeople, and customer service representatives. That is advantageous. They increase repetitive, time-consuming operations with data and Microsoft product integrations, automating them. Never mind the hoopla about the potential applications of AI. Businesses and employees are already experiencing immediate benefits from it.