Microsoft has unveiled Dynamics 365 Copilot, the world's first AI copilot natively built into both CRM and ERP applications. This system is being rolled out as part of several software packages such as CRM, sales, and customer service. It works alongside business professionals to help them create ideas and content faster, complete time-consuming tasks and get insights and next best actions just by describing what’s needed.
In Dynamics 365 Customer Insights and Dynamics 365 Marketing, marketers can use natural language to ask questions to explore, analyze and understand customer segment sizes and preferences. For example, a marketer might want to identify customers that reside in San Francisco, California, with a high customer lifetime value, who have also made a purchase in the last 90 days. Copilot produces the results, along with information such as the customers’ average age, product preferences, or average purchase price. These insights can then be configured into a segment to support a campaign.
In Dynamics 365 Sales and Viva Sales, Copilot adds capabilities to the AI enhancements announced last month. These include generating content suggestions based on customer emails with data specifically relevant to the recipient, such as pricing, promotions, and deadlines. It can also generate an email proposing a meeting time based on availability on the seller’s Outlook calendar, and provide feedback to refine and improve future replies. Additionally, it provides AI-generated meeting and call summaries of key topics, issues and concerns to draft a recap of the discussion with action items and follow-up dates.
In Dynamics 365 Customer Service, the copilot has access to the case history of a customer and is able to help support personnel with customer inquiries. It can quickly craft a draft email or chat response to customers with a single click. Copilot can also help diagnose more complex customer issues, discover resolutions and summarize draft responses across all communication channels.
In Microsoft Supply Chain Center, Copilot can flag issues such as weather, finance, and geography that might impact supply chain processes. It can also help organizations rapidly create product listings in Dynamics 365 Business Central.
In short, Copilot automates tedious, repetitious tasks and enhances them with data and integrations with other Microsoft products. It provides tangible benefits to businesses and workers, helping marketers, salesfolk and customer support people to quickly and effectively get insights and take action based on customer emails, meetings and conversations.
Originally reported by Martech: https://martech.org/microsoft-unveils-ai-copilots-for-sales-crm-and-customer-support/
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