Microsoft Introduces CoPilot AI Features to Dynamics 365 for Customer Relationship Management

Inno Flores, Tech Times 07 March 2023, 12:03 am

Microsoft announced that it will introduce the next generation of AI product updates across its business portfolio. The company will be launching CoPilot in Dynamics 365, aiming to assist the company's suite of resource planning and customer relationship management.

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Dynamics 365 CoPilot

Dynamics 365 CoPilot was introduced by Microsoft to provide interactive, AI-powered assistance across the company's functions, all the way from sales service and marketing, to the supply chain. Microsoft claims this will be the first AI CoPilot that was built for Customer Relations Management and Enterprise Resource Planning.

Through these AI capabilities and natural language processing to Dynamics 365, business professionals will be helped to create ideas and content faster, complete time-consuming activities, and able to obtain suggestions and the best action on what is needed.

Microsoft released an update that will move email replies into general availability, which will add enhancements to create customizable emails accurately. A new feedback mechanism will also be added that allows sellers to rate the content made by AI with a thumbs up or down. This will help the system to improve its future replies.

Business Apps and Platform CVP Charles Lamanna stated in an interview with TechCrunch that the company securely and intelligently accesses information from customers' CRM, ERP, and other data sources at runtime for the business.

"We use large language models to combine the enterprise data with underlying knowledge to produce responses tuned for each customer. Importantly, we don't use customers' data to train the models," the CVP added.

Natural Language Capabilities

The new CoPilot feature uses Azure Open AI Service for natural language capabilities. This will draft a recap of a call with action items and follow-up dates based on the seller's CRM and meeting data.

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Customer service is very critical to maintaining customer loyalty as they face pressure to resolve the customers' needs quickly. Microsoft addressed these challenges by providing agents with needs that can help them streamline tasks across both simple and complex cases.

As per The Verge, Microsoft promises to make it easier to create "virtual agents" for customer support services. OpenAI can be used for this process to search Bing and other knowledge bases answers to help the customer right away.

Dynamics 365 Sales & Viva Sales

It can also help any sales organization to be more productive, effective, and accurate. Microsoft then included Viva Sales in Dynamics 365 Sales, available for purchase separately for other CRM systems like Salesforce.

This will revolutionize the process of working as they integrate it with Microsoft Outlook and Teams. New CoPilot features will help business people to save time, boost productivity, lighten workloads, and stay focused. But most importantly, it also helps them to connect with customers.