Artificial intelligence (AI) has become an invaluable business tool already, according to the Microsoft 2024 Work Trend Index Annual Report, in use buy 75% of knowledge workers, saving them time and improving their enjoyment of work alongside their creativity. Copilot, the most well-known of Microsoft’s AI tools, has been integrated throughout the 365 ecosystem, providing users with enhanced capabilities within essential business tools such as Outlook, Teams and Word. However, it is also found deep within the depths of Microsoft’s CRM platform, providing advanced support to companies that want to get more from their data and their systems.
Copilot for Microsoft Dynamics 365 CRM has been natively built for these systems and it offers incredible benefits:
- Copilot for Dynamics 365 includes tools for sales, marketing and field service teams. Copilot for Service and Copilot for Sales are both designed to deliver role-specific insights and controls that allow for teams to enhance their CRM capabilities and potential.
- Dynamics 365 Customer Insights includes advanced AI features that allow for companies to gain deeper control over their data and insights. When AI is thrown into the blender with data the result is insights that can transform how your business connects with your customers. Think personalisation and richer engagement through tailored tactics built on the foundations of smart insights.
- Dynamics 365 Sales uses AI to inform actions which means that sellers can save a significant amount of time when it comes to connecting with customers, reducing admin, prioritising engagement and building portfolios. Right now, a year after Copilot’s capabilities for Dynamics 365 Sales were announced, users can access customer profile summaries and gain access to metrics such as lifetime value, churn, buying propensity and more – and all of these are enhanced by AI-driven analytics and data management.
- Journey Copilot, still in its early development phase and only available in some regions, allows for users to create marketing journeys using available data. They no longer have to have a deep understanding of the product – they can use the tool to gain insights, create customer emails and manage different marketing journeys.
- Microsoft Copilot for Service is another innovation brought into the business through the Dynamics 365 doorway, providing customer service teams with insights and analyses that can directly benefit the ways in which they connect with customers. Using AI and data, it offers trend and sentiment analysis along with productivity tools (the invaluable gains offered by Copilot in Teams and Outlook), and easy integration with existing systems.
Capturing the benefits of AI in Dynamics 365
Microsoft is paying close attention to the ways in which AI can be used to enhance its Dynamics 365 ecosystem. From CRM to AI, it is constantly evolving to help companies gain more control over their data and leverage it to improve how they growth the business. AI’s capabilities allow for companies to dig deeper into their own data so they can connect with customers and this delivers real-world value in the form of growth and loyalty. As the 2024 State of Customer Engagement Report points out – AI is invaluable in building customer journeys and this value is felt in 123% increase in revenue for companies that have mature digital engagement.
The combination of CRM and AI transforms efficiencies and optimised processes for companies. Innovative, cloud-based and now, very intelligent, Microsoft Dynamics 365 supports companies of all sizes and can transform how companies approach their marketing, sales, customer service and so much more. Now, with AI built-in, companies can opt in to easy and accessible capabilities that allow them to stay ahead of the competition and customer needs.