Microsoft Dynamics 365 Copilot helps to transform the customer experience for sales, marketing, and support teams.
Dynamics 365 Copilot is the world’s first AI assistant integrated with CRM and ERP applications in the cloud. Unlike other solutions, generative AI capabilities are included in the Dynamics 365 subscription for enterprise customers at no additional cost. Microsoft introduced Dynamics 365 Copilot six months ago. Since then, more than 63,000 organizations have tested the Copilot capabilities in Microsoft Dynamics 365 and Microsoft Power Platform, empowering marketing, sales, and customer service departments. In the new release of Business Central Cloud, users will enjoy the convenience of creating reports and interacting with the AI assistant.
Copilot is designed to help people do their best work, so we’d like to share the most common scenarios and productivity metrics from Microsoft employees and leading organizations using Copilot in their customer experience.
With Dynamics 365 Copilot and Microsoft Sales Copilot:
Marketers can use everyday language to create relevant, targeted campaigns and brainstorm ideas;
Salespeople can move from one customer call and email to the next with the appropriate implementation from the assistant at their fingertips;
Service agents can become super-agents using artificial intelligence to provide relevant information and close customer tickets faster.
At Microsoft, we’re also leading our AI transformation, and since April, we’ve been using Copilot in Microsoft Dynamics 365 Customer Service in our Customer Service and Support (CSS) team, one of the largest customer service organizations in the world. Today, we can share how Copilot has impacted the way our support professionals work to resolve support requests, as well as their efficiency and productivity.
Key results:
Accelerate the onboarding of a new employee. High staff turnover is typical for service support teams in various industries. According to the study, Copilot is particularly effective in helping new agents without years of experience to learn and find relevant information faster. Specifically, for non-serious chat cases, we saw a 12% reduction in the average time to resolve a query faster.
More cases were resolved faster and without the help of a colleague. In the most productive scenario, the study showed that in one support organization, 10 percent of cases that would normally require collaboration with colleagues were resolved independently. This means that fewer customers had to wait for qualified assistance.
Company experience
The Prada Group, one of the world’s leading luxury brands, uses Copilot to improve the experience of its discerning customers. “By integrating with our knowledge base and other internal sources, Copilot helps our customer service agents speed up the onboarding process by providing quick and thorough assistance to our customers. This saves them time searching for answers and allows them to focus on providing great service, including suggestions for purchasing a new product or collection item.” – Fraud Manager, Prada Group
Sales reps using Microsoft Sales Copilot benefit from AI capabilities that simplify their workday. AI-generated prep notes for customer calls and opportunity summaries tailored to prospects make it easier for salespeople to advise customers. In addition, Microsoft Sales Copilot improves teamwork and knowledge sharing by providing sales reps with a collaborative space in Teams. It integrates with CRM data and contact cards, which display CRM records directly in Microsoft 365 apps.
Marketing
Copilot features, now publicly available, help marketers create a consistent brand story and customer experience. For example, marketers can create an email and have Copilot select content and change the company’s tone of voice. They can also set custom rules, such as: “When a contact registers for an event, send a thank you email.”
We’re impressed with the initial functionality of the AI assistant, and we’re confident that it will organically complement our customers’ daily work in the Business Central ERP system and other Dynamics 365 products.