Introducing Microsoft Dynamics 365 Copilot

Posted by Marbenz Antonio on March 7, 2023

Microsoft ERP | Unbiased Review | ERP Advisors Group

Today, there is an announcement about the upcoming AI product updates for Microsoft’s entire business applications portfolio. This includes the introduction of Microsoft Dynamics 365 Copilot, an interactive and AI-driven assistant that can provide assistance across various business functions.

Microsoft’s recent business trends survey revealed that almost 90% of workers desire to leverage AI to decrease the number of repetitive tasks in their work. By using Dynamics 365 Copilot, companies can equip their workers with AI tools designed for sales, service, marketing, operations, and supply chain functions. These AI capabilities enable everyone to devote more time to the most fulfilling aspects of their jobs and less time to monotonous responsibilities.

For a long time, customer relationship management (CRM) and enterprise resource planning (ERP) systems have been vital sources of customer and business data. However, these systems often demand cumbersome duties such as manual data entry, note-taking, and content generation. By leveraging recent advancements in generative AI, Dynamics 365 Copilot can automate these laborious tasks and unleash the entire creative potential of the workforce. This allows CRM and ERP systems to support business users in accelerating their pace of innovation and enhancing business outcomes across all lines of business.

  • Microsoft Dynamics 365 Sales and Viva Sales’ Copilot feature enables sellers to significantly decrease the amount of time they spend on administrative tasks. AI can assist in composing email replies to customers and generating an email summary of a Teams meeting in Outlook. The meeting summary incorporates data from the seller’s CRM, such as product and pricing information, as well as insights from the recorded Teams call. Given that sellers may spend up to 66% of their day managing emails, this offers a substantial business opportunity to grant them more time to interact with customers.
  • Dynamics 365 Customer Service’s Copilot feature enables agents to provide exceptional customer care. With Dynamics 365 Copilot, agents can draft contextual responses to inquiries in both chat and email formats, as well as participate in an interactive chat experience over knowledge bases and case histories. This AI-powered expertise is always available to address any questions. We are also simplifying the process of creating virtual agents for customer service teams by introducing conversation boosters in Power Virtual Agents. This technology harnesses the capabilities of Azure OpenAI Service and Bing to provide answers from company websites and internal knowledge bases that you select, enabling you to build virtual agents within minutes.
  • Dynamics 365 Customer Insights and Dynamics 365 Marketing’s Copilot feature enables marketers to streamline their workflow when it comes to data exploration, audience segmentation, and content creation.
    • Dynamics 365 Customer Insights’ Copilot feature empowers marketers to generate highly personalized and targeted customer segments by conversing with their customer data platform using natural language. Marketers can receive recommendations for additional segments that they may not have previously considered. This new capability can handle complex computations and identify customers that match specific profiles.
    • Dynamics 365 Marketing’s Copilot feature allows marketers to create a target segment using their own language through the query assist feature. Additionally, marketers can easily obtain ideas for new email campaign content by leveraging Dynamics 365 Copilot. Copilot provides suggestions based on specific topics entered by the marketer, the organization’s current marketing emails, and various internet sources to enhance the relevance of generated ideas.
  • With Copilot, Dynamics 365 Business Central makes it easier to create product listings for online commerce by streamlining the process. This feature allows users to quickly generate product descriptions using various attributes like color, material, and size, resulting in more compelling and detailed online storefronts. Additionally, users can customize the descriptions further by selecting the tone, format, and length that best fits their needs. Customers using Shopify, they can effortlessly publish the products with their customized descriptions to their Shopify store with just a few clicks.
  • Microsoft Supply Chain Center’s Copilot feature, available to Dynamics 365 Supply Chain Management customers, identifies external factors such as weather, financials, and geography that could potentially affect critical supply chain processes. This proactive approach allows users to predict potential issues and identify orders that may be impacted across different aspects such as materials, inventory, carriers, and distribution networks. Once identified, supply chain planners can automatically generate emails through Dynamics 365 Copilot to notify impacted partners and take action to prevent potential disruptions before they occur.

The future of business applications is evolving with the integration of generative AI. As a result, users are beginning to anticipate AI-powered capabilities in their CRM and ERP applications. Dynamics 365 Copilot aims to incorporate the latest AI advancements in all areas of the business to enhance the customer experience, employee satisfaction, and operational efficiency. While implementing these advanced technologies, we prioritize responsible AI by design through our framework to ensure the safe deployment of AI.

The recent announcement builds on Microsoft’s AI momentum across various platforms, including Microsoft 365, Dynamics 365, and the Power Platform. This includes the next-gen AI capabilities in Microsoft Teams, a widely used collaboration platform with over 280 million monthly active users. Additionally, Viva Sales brings a sales copilot to the Microsoft 365 workflow, benefiting sellers by providing AI-powered assistance. Lastly, Power Apps allows citizen developers to write code using natural language, expanding the scope of application development with AI.

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