Friday, 01 December 2023 07:06

Elevating CRM: The Future of Natural Language Experiences with Copilot

Microsoft Copilot gives us a chance to rethink how we work, making natural language a super-effective tool for getting things done. Using AI, organisations can find valuable insights in the vast amount of data found in productivity tools like Microsoft 365 and business applications.

Earlier this year, we introduced Microsoft Copilot for Dynamics 365, the world’s first AI copilot designed specifically for CRM and ERP. Over 130,000 organisations have already tried out copilot capabilities in Microsoft Dynamics 365 and Microsoft Power Platform. A survey showed that 70 percent of Copilot users felt more productive, 73 percent could finish tasks faster, and 68 percent improved the quality of their work.

However, organisations rely on various business applications for different roles and functions. This includes CRM systems for marketing, sales, and service roles, as well as ERP systems for finance, supply chain, and operations departments. At Microsoft Ignite, we're announcing new Microsoft Copilot experiences that help organisations get value from many different systems. Alongside these copilot experiences, we're also announcing new and updated copilot features in Dynamics 365 applications.

Copilot delivers answers and information to field service workers in a chat-based conversation

People who work in the field need fast access to different types of customer and technical information exactly when they need it. A recent survey by Microsoft found that one of the top five issues faced by frontline workers is not being able to easily find the information they need in their everyday work. This can really impact important performance measures like fixing issues on the first try, keeping customers happy, and retaining their business.

In December, we're introducing AI-powered features for Microsoft Dynamics 365 Field Service, which frontline workers can try out in preview. These features allow workers to quickly get information on a job site by asking questions in everyday language, right within Teams.

Microsoft Ignite 2023

Microsoft Ignite 2023

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We're also announcing that AI will help in creating work orders and scheduling technicians, and you can now try this out. Plus, there's a sneak peek of how financial and inventory information can flow between Dynamics 365 Field Service and Microsoft Dynamics 365 Finance and Dynamics 365 Supply Chain Management. On top of that, Microsoft Dynamics 365 Guides and Microsoft Dynamics 365 Remote Assist are now available for free.

Explore the full set of application of Dynamics 365 Field Service

Reimagining CRM systems with natural language experiences

The clever features and broad reach of Copilot have made Microsoft Dynamics 365 Sales a leader in innovative sales technology, acknowledged by Gartner and Forrester. Copilot in Dynamics 365 Sales is like a helpful assistant for sellers, boosting their productivity and effectiveness. It helps them automate sales tasks and make smart decisions with insights powered by AI. Copilot's features save sellers time, increase productivity, and let them focus on connecting with customers and closing deals.

We're excited to announce new experiences with Copilot in Dynamics 365 Sales that make it even easier for sellers to work with their data using natural language.

In a preview, sellers can now use their own words to get helpful insights and recommendations for leads and opportunities.

And there's more – Copilot in Dynamics 365 Sales now has a new full-screen view. In this view, sellers can use natural language or choose from prebuilt prompts to quickly understand information about customers, deals, meetings, forecasts, and more. This feature is already available in Asia and Europe and will be available in North America in December.

Deliver more personalised customer experiences with Copilot in Dynamics 365 Customer Insights

Exciting news for Microsoft Dynamics 365 Customer Insights – there are new features that give a deeper understanding of target customers. This helps make campaigns super personalized and boosts engagement.

Starting in December as a preview, sellers can use Copilot in Dynamics 365 Customer Insights to quickly create a summary of a customer profile. This summary includes details like demographics, transactions, behaviour, and analytics data, revealing important insights about customers. This feature is available for organisations with both Dynamics 365 Customer Insights and Dynamics 365 Sales Enterprise or Premium subscriptions.

We're making it even smoother for marketing to pass on information to sellers. Now in preview, marketers can evaluate their leads using metrics like engagement scores. This ensures that both marketing and sales teams make the most of opportunities and increase their chances of success.

And there's more – we're thrilled to share a special partnership with Optimizely. Starting in December as a preview, organisations can use the segments and journeys created in Dynamics 365 Customer Insights directly in Optimizely. This means Optimizely users can create personalized campaigns in real-time without having to write any code. With two-way connections, organisations can offer highly personalized experiences across the web, social media, email, and offline channels.

Modernise the contact center with Microsoft Copilot for Service

In a recent Microsoft survey, it was found that three out of four customer service agents are feeling less inspired and motivated in their work. More than half of them are having a hard time providing excellent customer service and dealing with customer issues because they don't have enough focused time.

Microsoft Copilot for Service is flexible and can be integrated with an organization's existing CRM and contact center systems. You can train it using trusted websites, knowledgebase articles, files, and other important data sources from your contact center. This unlocks generative AI-powered guidance across all your data. Copilot for Service works seamlessly with popular systems like Salesforce, ServiceNow, and Zendesk, and can be expanded to other systems using a wide range of prebuilt and custom connectors, numbering more than 1,100.

Copilot for Service will be available in preview in early December and generally available in early 2024. Pricing is USD50 per user per month. Learn more about Microsoft Copilot for Service.

Unlock sales productivity in the flow of work

Microsoft Copilot for Sales is the upgraded version of Sales Copilot, used by top brands and 10,000 sellers in the Microsoft sales team. A recent survey found that 83 percent of Microsoft sellers say Copilot for Sales boosts their productivity, saving sellers an average of 90 minutes per week. Check out our ebook on the AI advantage for sellers for more details.

Copilot for Sales combines the power of Copilot for Microsoft 365 in seller workflows, using customer data in their CRM system and information from documents, emails, and chats in Microsoft 365 applications.

The new features in Copilot for Sales include an integrated experience with Microsoft Word and Teams. Sellers can ask Copilot to create a meeting preparation brief in Word, filled with customer info like account and opportunity summaries, names of meeting participants, pending tasks, and highlights from recent meetings and emails. Also, meeting recaps in Microsoft Teams can show action items, key performance indicators (KPIs), and sales keywords mentioned. These experiences help sellers save time, generate ideas, build better customer relationships, and close more deals.

Learn more with Metisc:

Leads and opportunity summary with Sales Copilot (Dynamics 365) --> READ MORE

Introducing Microsoft Sales Copilot with GPT Seller experience --> READ MORE

Get started with Copilot in Microsoft Teams meetings --> READ MORE