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Today, Microsoft introduced an AI-powered chatbot with Dynamics 365 intended for business users that can compose email replies for customers, generate written recaps of Teams meetings, and create email marketing and sales campaigns.
Microsoft’s new Dynamics 365 Copilot is an expansion to its current CRM and ERP software, utilizing OpenAI’s GPT-3 technology to provide assistance with tasks such as answering inquiries, producing content, and condensing discussions and notes. This announcement highlights Microsoft’s continuing effort to integrate AI into its business-oriented applications.
“Today’s announcement builds on recent AI momentum across Microsoft 365, Dynamics 365, and the Power Platform,” Charles Lamanna, Microsoft’s vice president of business applications and platform, said in a blog post.
Bot extensions with AI capabilities have been added to Microsoft Teams, Viva Sales, and Power Apps, allowing non-technical developers to use natural language to write code.
Microsoft initially unveiled the code builder powered by GPT-3 at its Build developers conference in May 2021, which was based on a pilot service on GitHub. The new Power Apps functionality has since been incorporated into Microsoft’s Dynamics 365 suite.
“Power Platform has worked in partnership with OpenAI’s GPT technologies since 2021, allowing everyday workers to develop their own apps and tools. In May of 2021, Microsoft launched the first-ever use of GPT in a commercially available product in Power Apps, ushering in a new AI-driven era for low code development,” a Microsoft spokesperson said.
Power Platform functionalities are now in preview in the United States, while Dynamics 365 Copilot features are also in preview, with varying regional availability and language support.
According to Jack Gold, the principal analyst at J. Gold Associates, chatbot technology can improve Dynamics 365’s capacity to handle the increasing volume of data that many sales representatives and customer support staff have to manage. This technology can be especially helpful in situations where information is dispersed or time is limited, such as rapidly obtaining information about a customer before engaging with them.
“So in that regard, being able to make inquiries in a natural language and get suggestions and analysis is of great value,” Gold said. “On the other hand, if you ask the wrong questions, you’ll get information that may be skewed or biased to your question and may not be all that useful. So, this doesn’t mean you can assume the AI assistance will create a situation where you don’t need expertise in the human using the tool.”
The Copilot chatbot is built on the Azure OpenAI Service and can be integrated with Microsoft Dynamics 365 Sales and Viva Sales applications to assist in crafting email responses to customers and generating a condensed email summary of a Teams meeting within Outlook. The meeting summary incorporates data from the seller’s CRM, including product and pricing details, as well as insights gleaned from the Teams call recording.
“Sellers often spend hours each day on calls with prospects and customers, and nearly as much time recapping action items for follow-through. To help with that, conversation intelligence provides automated summaries of key topics, issues, and concerns discussed during the meeting,” Emily He, Microsoft’s vice president of business applications marketing.
In the previous month, Microsoft disclosed the limited release of an AI-driven chat functionality for Viva Sales, which can propose content ideas based on customer emails, such as a response to an inquiry or a proposal request.
The automated email response capability is now widely available, and Microsoft will introduce additional enhancements on March 15 that allow for customized emails. For instance, a seller can produce an email that suggests a meeting time with a customer, including a recommended date and time-based on the seller’s availability in their Outlook calendar.
Using Copilot, Viva Sales can prompt sellers to follow up with a prospect or customer at the appropriate time, and then automatically generate a pre-formatted email response that includes personalized text and recommended next steps, as well as pertinent information like product descriptions, proposals, and deadlines.
In Dynamics 365 Customer Service, Copilot can assist agents in crafting contextually appropriate responses to inquiries in both chat and email formats, while also providing an interactive chat interface and a record of the customer’s previous interactions. Furthermore, marketers can use Copilot to obtain recommendations regarding customer segments that may not have been previously considered.
Dynamics 365 Customer Insights and Dynamics 365 Marketing can create tailored customer segments by conversing with their customer data platform in natural language.
“The new capability can handle complex calculations and match customers that fit a select profile,” Microsoft said in a blog post. “Marketers can describe their customer segment in their own words to create a target segment with the query assist feature. Marketers can also use Dynamics 365 Copilot to get inspiration for fresh email campaign content based on a question.”
In Dynamics 365 Business Central, Copilot can generate product listings for e-commerce and retrieve details such as color, material, and size to produce product descriptions for online storefronts in mere seconds. Users can refine these descriptions by selecting the tone, format, and length that best suits their needs. For example, Business Central customers who use Shopify can quickly publish products with customized descriptions to their Shopify store with just a few clicks.
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Microsoft’s latest offering, the Dynamics 365 Copilot chatbot, is a powerful tool that leverages OpenAI’s GPT-3 technology to help businesses enhance their customer support, sales, and marketing efforts. With features that enable automated email responses, personalized follow-ups, and targeted product descriptions for e-commerce, the Copilot bot can help sales reps and customer support workers manage the increasing volume of data they must deal with on a daily basis. The new chatbot is a testament to Microsoft’s commitment to driving innovation in AI and business-centric apps and is sure to be a valuable asset for organizations seeking to streamline their operations and enhance their customer experience.
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