Copilot - the Artificial Intelligence for Microsoft Dynamics 365

Artificial intelligence will soon be available for CRM solutions: Microsoft announces Copilot for Microsoft Dynamics

The next era of business applications will be transformed by generative AI. AI-powered expertise is increasingly expected in CRM and ERP applications. Dynamics 365 Copilot brings the latest AI breakthroughs to all areas of the business, improving customer experience, employee experience, and operational efficiency.

Microsoft has announced a new AI-based tool called «Microsoft Dynamics 365 Copilot» to be integrated with Dynamics 365. The tool analyzes users' and users' behavior to understand their needs and provides contextual recommendations and solutions to improve the efficiency and usability of the platform.

Copilot Microsoft Dynamics 365

What is Microsoft Dynamics 365 Copilot, how does it work for different business applications and what are its benefits?

Introducing Microsoft Dynamics 365 Copilot

Microsoft Dynamics 365 Copilot is a new AI-based tool integrated with Dynamics 365, a suite of business applications that includes CRM and ERP systems. Copilot is designed to analyze user behavior, understand their needs, and provide context-specific recommendations and solutions to improve efficiency and user experience on the platform.

AI in CRM can provide benefits such as personalization, automation, improved customer service, revenue forecasting, and cost reduction. It can help companies better understand their customers, improve customer service, and increase sales and marketing efficiency.

Dynamics 365 Customer Insights

Copilot in Microsoft Dynamics 365 Customer Insights

Copilot in Microsoft Dynamics 365 Customer Insights

To meet customer expectations, marketers must deliver personalized marketing experiences across physical and digital channels. Next-generation AI enables marketers to proactively target every audience segment in lockstep with market trends and customer demand.

Thanks to Copilot in Dynamics 365 Customer Insights, marketing teams can directly access customer data and discover new information they may not have been aware of, democratizing access to insights.

Using simple prompts, marketers can ask natural language questions to explore, analyze, and understand customer segments and preferences - without being SQL experts or waiting for other teams to process their queries. With just a few clicks, Copilot delivers results. For example, information on average customer age, product preferences, or average purchase price. These insights can then be configured in a segment to support a campaign. With Copilot, marketers can gain a deeper understanding of their customers in near real-time.

Dynamics 365 Marketing

Copilot in Microsoft Dynamics 365 Marketing

Copilot in Microsoft Dynamics 365 Marketing

Email marketing is an effective way to engage target audiences if the email content is compelling and relevant. All too often, content comes across as stale or repetitive over time. Content Ideas, a copilot feature in Dynamics 365 Marketing, inspires marketers by turning topics into suggested text and helping them move from concept to completion faster.

When editing an email, a marketer can assign Copilot up to five key points to convey in the email. The content ideas feature uses the Azure OpenAI service to generate a set of suggested text. This content can be used as a starting point for writing marketing emails. The feature can analyze the company's existing emails, as well as a range of Internet sources, to increase the relevance of the ideas generated. With Copilot, marketers can save hours of brainstorming and editing while ensuring that content is fresh and engaging.

Dynamics 365 Customer Service

Copilot in Microsoft Dynamics 365 Customer Service

Copilot in Microsoft Dynamics 365 Customer Service Example with E-Mail Communication

Customer service representatives are critical to customer retention. However, they are often under pressure to resolve multiple customer cases quickly. This circumstance can lead to high stress levels, even burnout or lower customer satisfaction. To overcome this challenge, agents need tools that help them streamline tasks while providing personalized service.

Copilot provides agents with 24/7 AI-powered support to find resources that help solve problems faster, handle cases more efficiently, and automate simple to time-consuming tasks. For example, using Copilot, service agents can quickly create a draft email or chat response to customers with a single click. This allows agents to consistently focus on delivering high-quality service to their customers.

In summary, Copilot brings the latest advances in AI to all areas of business applications, improving customer experience, employee experience and operational efficiency.

With each semi-annual release wave, Microsoft adds new, more powerful AI-based capabilities to Dynamics 365 applications that help organizations drive business results, improve operational efficiency and create exceptional customer experiences.

Pascal Lanz

CRM Consulting & Innovation Lead
MAS in Customer Relationship Management
Pascal Lanz