Artificial intelligence is increasingly becoming a part of our lives and transforming the way we live and work. You’ve probably been hearing a lot of AI news lately, and we’re sure you’ve also heard about Copilot, Microsoft’s new technology that can unleash users’ creativity and change the way they work.
In fact, Copilot is a tool that uses artificial intelligence and large language models to help developers and users with complex cognitive tasks, from writing a business proposal or catching up on an online meeting to creating images for a presentation, planning a themed corporate dinner, or helping with code writing.
Microsoft is actively implementing Copilot in its solutions, and as of today, the assistant is available in Dynamics 365, Microsoft 365, Power Apps, Power Automate, Power Virtual Agents, Power Pages, and other products. With the help of artificial intelligence tools, users can spend more time on strategic parts of their work and less time on routine tasks.
In this article, we’ll take a closer look at the capabilities of Copilot in Microsoft Dynamics 365 products.
Microsoft Sales Copilot
The intelligent assistant in the Microsoft Dynamics 365 Sales CRM system is designed to significantly reduce the time that sales managers spend on routine tasks. Artificial intelligence automates the process of writing email responses to customers and can create electronic reports on Teams meetings in Outlook. Meeting summaries contain details from the CRM system, such as product and pricing information, as well as insights from the recorded Teams call. In addition, the assistant is able to give hints and suggest answers that will be generated after a customer mentions a competitor or brand during Teams meetings.
Watch this video to learn how Microsoft Sales Copilot can help your sales process:
Copilot in Dynamics 365 Customer Service
Customer service professionals often face pressure to resolve numerous requests quickly. This can lead to burnout and reduced customer satisfaction. To solve these problems, you need tools that help you optimize the execution of simple and complex tasks.
Now, with Copilot, customer service professionals can draft an email or chat response with a customer in one click. Copilot understands the context based on the current live conversation, identifies relevant information from trusted websites and internal documents, including knowledge base articles and previously resolved cases, and generates a response that the agent can review and send to the customer.
For specialists who work with email, the intelligent assistant helps to create relevant and personalized responses to customer requests in a few seconds. After Copilot synthesizes information and offers a draft of the email, the specialist can review and modify the content before sending it. Using conversational chat, agents can ask Copilot to help identify more complex customer issues, find solutions, and draft responses in the right tone for the customer.
To learn more about the capabilities of the intelligent assistant in Dynamics 365 Customer Service, we suggest watching this video:
Copilot in Dynamics 365 Customer Insights and Marketing
Traditionally, marketers have relied on analysts and used their skills to write SQL requests to discover new insights from customer data. But sometimes this process could last weeks. With Copilot in Dynamics 365 Customer Insights, marketing teams can interact directly with customer data and discover new insights they may not have known about through democratized access to statistics.
By entering simple queries in natural language, marketers can explore, analyze, and understand customer segments and preferences on their own. For example, you need to identify customers in the city of Kyiv with a long lifecycle and a purchase made in the last 90 days. In a few clicks, Copilot provides information on the average age of these customers, their product preferences, and their average check. This means marketers can now gain a deeper understanding of their customers in near real-time.
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The use of natural language to create audience segments
Query assist, a pilot feature in Dynamics 365 Marketing, uses Azure OpenAI to save time when creating or refining segments.
Marketing professionals can describe the characteristics of a target audience by entering a segment description, such as “all contacts under the age of 30 who live in Lviv”. Instead of manually selecting data tables, a marketer can simply enter a description of the contacts they want to engage with and then add the results to the segment builder. Using this simple request approach, marketers can create segments in real time without needing to know the backend data, therefore saving a lot of time.
Faster creation of relevant, engaging, and personalized marketing content
Email marketing is a powerful way to engage your audience if the content is compelling and relevant. Too often, content starts to feel outdated or repetitive over time. The Content ideas feature in Dynamics 365 Marketing inspires marketers by turning topics into suggested texts, helping them move from concept to completion faster.
When editing an email, a marketer can suggest up to five key points to emphasize in the email to Copilot. The Content ideas feature uses Azure OpenAI Service to generate a set of text suggestions—unique content that can be used as a starting point for building marketing emails. To increase the relevance of the generated ideas, you can analyze the organization’s existing emails as well as a number of online sources. With Copilot, marketers can save a lot of time on brainstorming and editing while keeping their content fresh and engaging.
Copilot in Microsoft Dynamics 365 Business Central
Compelling product descriptions in online stores increase sales by making products stand out from the crowd. However, creating consistently compelling descriptions on demand can be challenging, especially when you have dozens or even hundreds of similar products.
Copilot in Microsoft Dynamics 365 Business Central helps small and medium-sized businesses get new products to market faster by creating product descriptions using artificial intelligence. This Copilot feature suggests text for compelling product descriptions that are customized to your brand using the product name and key attributes such as color, material, and size. Easily customize the text to match your writing style by selecting the tone and length, and make any necessary changes before saving. Business Central customers can easily publish new product descriptions to their Shopify store with just a few clicks.
Copilot in Dynamics 365 Supply Chain Management
New Copilot capabilities for Microsoft Supply Chain Center, available to Dynamics 365 Supply Chain Management users, will help you better predict and respond to disruptions related to suppliers, weather, and geography. Using analytics from the news module, users can identify external issues such as weather, financial, and geopolitical news. Predictive analytics shows orders that could affect materials, inventory, carriers, the distribution network, and more.
Copilot turns this knowledge into action with contextualized email campaigns generated by Azure OpenAI to help resolve issues in real time and with ease. With a customized, contextual response, managers can save time and collaborate with affected suppliers to quickly determine new arrival times and reroute purchase orders based on identified disruptions, such as weather conditions.
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Do you want to implement the latest innovations in your business and be a few steps ahead? SMART business experts can help and advise you in detail. Our team has been supporting clients and developing their own IT solutions as an official Microsoft partner for over 15 years.
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