After beginning to integrate generative AI tools from ChatGPT throughout its product portfolio, Microsoft is launching Microsoft Dynamics 365 Copilot, bringing interactive, AI-powered assistance across business functions and to CRM and ERP systems.
According to Microsoft, Dynamics 365 Copilot is designed to take advantage of generative AI to automate tedious tasks like data entry, content generation and notetaking. It brings advanced AI features to Dynamics 365 Sales and Viva Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights, dynamics 365 Marketing, Dynamics 365 Business Central and Supply Chain Center.
The Redmond, Wash. tech giant says Copilot in Dynamics 365 Sales and Viva Sales leverages AI to help reduce time sellers spend on clerical tasks, such as writing emails to customers and creating an email summary of a Teams meeting in Outlook. Meeting summaries pull in details from the seller’s CRM, such as product information and pricing, as well as insights from recorded Teams calls.
Copilot in Dynamics 365 Customer Service drafts contextual answers to queries in both chat and email, and provides an interactive chat experience over knowledge bases and case history. In addition, customer service departments can build virtual agents with conversation boosters in Power Virtual Agents to leverage Azure OpenAI Service and Bing to provide answers from company websites and internal knowledge bases, the company says.
Meanwhile Copilot in Dynamics 365 Customer Insights and Dynamics 365 Marketing are designed to help marketers simplify their workflows in data exploration, audience segmentation and content creation. According to Microsoft these tools allow marketers to curate highly personalized and targeted customer segments by having a dialogue with their customer data platform using natural language and describe their customer segment in their own words to create a target segment with the query assist feature, respectively, among other functions.
In Dynamics 365 Business Central, Copilot will help streamline the creation of product listings for online commerce, and users can create product descriptions for online storefronts in seconds, Microsoft says.
With Copilot in Microsoft Supply Chain Center, Microsoft Dynamics 365 Supply Chain Management customers can leverage features that flag external issues such as weather, financials and geography that may impact key supply chain processes. Predictive insights will surface impact orders across materials, inventory, carrier, distribution network and more, and partners can automatically draft an email generated by Copilot to alert impacted partners.
In a blog, Emily He, Microsoft’s corporate vice president of business applications marketing, says Copilot features are currently in preview across Dynamics 365 apps and Viva Sales.
“Copilot brings the power of next-generation AI capabilities and natural language processing to Dynamics 365, working 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,” writes He.
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