Copilot Boosts Productivity and Customer Experience

Microsoft Copilot is transforming the way we work. Thanks to natural language and artificial intelligence, it is now easier to make the most of your data in platforms such as Microsoft 365 and other business apps.
With the arrival of Copilot for Dynamics 365, more than 130,000 companies have already improved their productivity: 70% feel more efficient and 73% complete tasks faster.
During the Ignite event, new capabilities tailored to specific roles in marketing, sales, and customer service were announced. Copilot boosts productivity and the customer experience.
In addition, the new Microsoft Copilot for Service and Copilot for Sales offer more complete solutions, connecting easily with existing CRM systems and contact centers.
Generative AI, when well integrated, helps every person do their best work.

Improve efficiency across the organization with Copilot for Dynamics 365

New improvements are coming to Copilot for Dynamics 365. Now marketing, sales, and service teams can create better experiences for their customers.

These updates come on top of the demand planning capabilities already announced for Dynamics 365 Supply Chain Management. They are also part of the package of new features being released between October 2023 and March 2024, for both Dynamics 365 and Power Platform.

Copilot gives field workers information through a chat.

Field technicians need to have information at hand exactly when they need it.

According to a Microsoft survey, one of the five biggest challenges is not being able to find key data easily, which can affect repairs, customer satisfaction, and even loyalty.

That is what the new AI capabilities in Dynamics 365 Field Service are for. Starting in December, workers will be able to query data using conversational language, directly in Teams.

Improvements such as automatic work order creation and technician scheduling were also announced, along with new flows between Field Service, Finance, and Supply Chain Management.

And here is some good news: Dynamics 365 Guides and Remote Assist will be available at no extra cost.

New natural language experiences in CRM systems

Copilot continues to set the standard in sales technology, and names like Gartner and Forrester confirm it. In Dynamics 365 Sales, Copilot helps sellers be more productive and work with greater focus. It automates processes, surfaces key data, and suggests smart actions thanks to AI.

The result? More free time to connect with customers and close deals, without distractions or repetitive tasks.

Copilot in Dynamics 365 Sales now lets sellers talk to their data.
Using natural language, they can ask for recommendations and information about customers and opportunities, without technical jargon.

A new full-screen view was also launched. There they can look up details about customers, deals, meetings, and forecasts using their own words or suggested prompts. It is already available in Asia and Europe, and it will reach North America in December.

More personalized customer experiences with Copilot in Dynamics 365 Customer Insights

The new capabilities in Dynamics 365 Customer Insights help you get to know your customers better and create more personalized campaigns. Starting in December, sellers will be able to use Copilot to generate complete customer profiles in seconds: demographics, purchases, behavior, and more.

This option will be available to those with active subscriptions to Customer Insights and Sales Enterprise or Premium.

In addition, tools are being added so that marketing and sales can work better together. Specialists can now score prospects based on their level of engagement, which helps close more opportunities.

On top of that, Microsoft has partnered with Optimizely. Starting in December, companies will be able to use Customer Insights data and journeys directly in Optimizely to launch personalized campaigns in real time, without writing code. Thanks to this integration, it will be possible to deliver unique experiences on the web, social media, email, and more.

Combine Copilot for Microsoft 365 functionality with business information and activities

Many companies use tools such as CRM, ERP, and logistics systems to run the business.

The challenge appears when they want to integrate technology like generative AI into these systems without compromising security, privacy, or compliance.

To answer that challenge, Microsoft introduced a new line of Copilot solutions.
These draw on data from different apps, such as Microsoft 365 and external ones, to increase efficiency and automate processes across the organization.

Modernize the contact center with Microsoft Copilot for Service

Since its integration into Dynamics 365, thousands of organizations have improved their processes in marketing, sales, service, and more, thanks to capabilities such as smart replies, task automation, and AI-based recommendations.

Copilot lets you work with natural language, whether to query data, create customer profiles, or plan personalized campaigns. New tools such as Copilot for Sales, Copilot for Service, and Customer Insights drive collaboration between teams and make it easier to connect with customers.

In addition, Microsoft is expanding its solutions with integrations into platforms such as Teams, Salesforce, and Optimizely, all with a focus on security, privacy, and flexibility.

Finally, service agents can now take advantage of generative AI to offer faster, more personalized support, while sellers automate processes and focus on closing deals.

Unlock sales productivity in the flow of work

Thousands of sellers now use it, including 10,000 from Microsoft's own sales team. According to a survey, 83% say it helps them be more productive, and they save around 90 minutes per week.

This solution combines Microsoft 365 AI with data from CRM, emails, documents, and chats.

Sellers can ask Copilot to create summaries in Word with everything they need for a meeting: account, opportunities, attendees, open items, and even previous emails.

In Teams, the summaries also include tasks, KPIs, and sales keywords.

The best part? It saves time, provides ideas, and helps you connect better with customers.
They can also customize processes with Copilot Studio, adapting AI to their own data and specific situations.