Introducing Microsoft Dynamics 365 Copilot, the world’s first copilot in both CRM and ERP, bringing next-generation AI to every business business

Today, we’re announcing the next generation of AI product updates to our portfolio of business applications, including the launch of the new Microsoft Dynamics 365 Copilot – providing interactive, AI-powered assistance in business functions.

According to our recent Business Trends survey, nearly 9 out of 10 workers hope to use AI to reduce repetitive tasks in their jobs. With Dynamics 365 Copilot, organizations empower their employees with AI tools built for sales, service, marketing, operations and supply chain roles. These AI capabilities allow everyone to spend more time on the best parts of their work and less time on mundane tasks.

Customer relationship management (CRM) and enterprise resource planning (ERP) systems have long been mission-critical sources of customer and business data; however, they often require demanding tasks such as manual data entry, content generation, and note-taking. Dynamics 365 Copilot takes advantage of the latest advances in generative AI to automate these tedious tasks and unlock the full creativity of the workforce. Dynamics 365 Copilot puts CRM and ERP to work for business users to accelerate their pace of innovation and improve business results in every line of business:

  • Copilot at Microsoft Dynamics 365 Sales and Viva Sales helps salespeople drastically reduce the time they spend on clerical tasks. AI helps write email responses to customers and can even create an email summary of a Teams meeting in Outlook. The meeting summary pulls details from the salesperson’s CRM, such as product and pricing information, as well as insights from the recorded Teams call. Since salespeople spend up to 66% of their day checking and responding to emails, this represents a significant business win that gives the salesperson more time with their customers.
  • The co-pilot enters Dynamics 365 Customer Service empowers agents to provide exceptional customer care. Dynamics 365 Copilot prepares contextual responses to requests in both chat and email, in addition to providing an interactive chat experience based on knowledge bases and case histories, so this AI-powered expertise is always available to respond of questions. We also make it easy for customer service departments to create virtual agents in minutes conversation boosters in Power virtual agentswhich uses the power of the Azure OpenAI service and Bing to provide answers from company websites and internal knowledge bases that you choose.
  • The co-pilot enters Dynamics 365 Customer Insights and Dynamics 365 Marketing enables marketers to simplify their workflow in data exploration, audience segmentation and content creation.
    • With co-pilot on Dynamics 365 Customer Insightsmarketers can curate highly personalized and targeted customer segments by dialoguing with their customer data platform using natural language. Marketers can receive suggestions for additional segments that may not have been previously considered. This new capability can handle complex calculations and find customers who match a selected profile.
    • Using Copilot in Dynamics 365 Marketingmarketers 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 effortlessly get inspiration for new email campaign content based on a simple query. Copilot makes suggestions based on key topics entered by the marketer, the organization’s existing marketing emails, and a range of Internet sources to increase the relevance of the ideas generated.
  • The co-pilot enters Dynamics 365 Business Central streamlines the creation of product listings for online commerce. Product attributes such as color, material and size can be used to create compelling product descriptions for online storefronts in seconds. Descriptions can be further customized by choosing the tone of voice, format and length. Business Central customers using Shopify can seamlessly publish product descriptions to their Shopify store with just a few clicks.
  • Finally, the co-pilot entered Microsoft Supply Chain Center, which Microsoft Dynamics 365 Supply Chain Management customers have access, will proactively flag external issues such as weather, finance and geography that may affect key supply chain processes. Predictive insights then show impacted orders for materials, inventory, carrier, distribution network, and more. Supply chain planners can then automatically draft an email generated by Dynamics 365 Copilot to alert affected partners and mitigate potential disruptions before they happen.

The next era of business applications is being transformed by generative AI. Users will increasingly expect their CRM and ERP applications to include AI-powered expertise. Dynamics 365 Copilot brings the latest AI breakthroughs to every line of business, improving customer experience, employee experience and operational efficiency. Essential to our approach when bringing these latest advances to customers is our commitment to responsible AI by design – our framework for the safe deployment of AI technologies.

Today’s announcement builds on the recent AI momentum in Microsoft 365, Dynamics 365 and Power Platform. This includes: next-generation AI capabilities in Microsoft Teams, the collaboration platform for working with more than 280 million monthly active users; Viva Sales, which helps salespeople by incorporating a sales co-pilot into their Microsoft 365 workflow; and Power Apps, which allows citizen developers to write code using natural language.

You can read more about today’s AI announcements from Emily He, CVP, Business Applications and Platform here. Join us on March 16 as we share the next step in our journey to reinvent productivity with AI. You can RSVP for the event at Microsoft LinkedIn page.

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Tags: AI, CRM, Microsoft Dynamics 365 Copilot, Microsoft Viva

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