Simplify the daily life of employees, reduce the burden of repetitive tasks, come up with ideas and new approaches, reduce email writing time, help with sales… The new Dynamics 365 “Co-Pilot” artificial intelligence is infiltrating all modules of the application suite and wants to transform the daily life of the help desk or sales agents and marketing managers.
Through its partnership with OpenAI, Microsoft has taken a step further than its competitors in integrating generative AI into the core of its services. And the publisher has gone a little further by integrating such AI at the heart of its Dynamics 365 suite of professional apps.
Decidedly, Microsoft is currently working on AI to the fullest. Over the course of several weeks, the publisher has ramped up GitHub Copilot AI, launched Bing AI (web-search-focused ChatGPT), ported that conversational AI to Skype and Windows 11 taskbar. Dynamics 365.
“Now we’ve reached the point where AI technology can help transform the experience for our customers,” Charles LaManna, manager of business applications at Microsoft, told our colleagues at TechCrunch.
Last night in a series of blog posts, Microsoft announced the launch of “Microsoft Dynamics 365 Copilot”, its new generative artificial intelligence integrated at the heart of an application suite that integrates ERP, CRM, marketing, customer service and supply chain management. Goal: Use the potential of new generative AIs (such as ChatGPT and AI Bing) to reduce repetitive tasks, improve customer relationships, provide contextual assistance to various business functions.
Generative AI at the heart of business processes
Dynamics 365 Copilot relies on the linguistic capabilities of OpenAI LLM (Large Language Model) models such as GPT-3 and ChatGPT, and on the richness of company information sources (and in particular CRM and ERP data) to analyze and create responses in a variety of situations to make life easier for agents and sellers.
So in “Dynamics 365 Sales” (just like in Viva Sales), AI Copilot automatically generates summaries of conversations in Teams and automatically writes response emails to customers.
In Dynamics 365 Customer Service, Copilot offers contextual responses to agents in chat or email with customers.
In Dynamics 365 Customer Insights, Copilot helps marketers segment customers based on campaign context, get offers for previously unconsidered segments, manage complex calculations, and discover customers that match a specific profile.
In Dynamics 365 Marketing, “marketers” can request natural language basics using their word to create segments and select profiles or receive editorial suggestions for their email campaign (co-pilot based on organization emails, key topics, and various internet -sources). provide more relevant ideas).
In Dynamics 365 Business Central, Copilot makes it easy to create eCommerce product listings and generates product description sheets (in the tone your company wants).
In the Microsoft Supply Chain Center, Copilot proactively identifies external issues related to weather, geography, and finance that may affect the supply chain. Copilot also generates emails to alert relevant partners and mitigate potential disruptions.
Finally, artificial intelligence also enhances the conversational potential of Power Virtual Agents (a feature of the Microsoft Power line that allows you to create interactive bots to insert into websites).
The future of work today
It will be especially interesting to see how all of this materializes on a daily basis, how AI helps overcome silos, time savings, and variety of generated sentences (without variety, customers will quickly get tired of AI-generated texts). . But with Copilot, Microsoft is once again using its partnership with OpenAI to regain control of the competition and gain an edge.
Of course, Microsoft also reminds that all of these tools are meant to help people, not replace them, especially since AI may lack robustness or creativity, and human control and oversight remains absolutely necessary.
In any case, generative AI is marking 2023, which could well go down in the history books as the year AI really made its way into business. Such AIs will appear everywhere and will be the prototype of an updated work environment with new performance. Microsoft is also due to demonstrate this during a webcast live event on the web on March 16, where it will most likely return to Dynamics 365 Copilot, but also very likely show the integration of such generative AI into the heart of Microsoft 365 (in other words, the office suite).
Microsoft offers a short video showing Dynamics 365 Copilot in action: