Introducing Microsoft Dynamics 365 Copilot, the world’s first Copilot for CRM and ERP that brings next-generation AI to every business area


Today we’re announcing the next generation of AI product updates across our business application portfolio, including the launch of the new Microsoft Dynamics 365 Copilot, which provides interactive, AI-powered support for all business functions.

According to our recent Business Trends Survey, nearly 9 in 10 workers hope to use AI to reduce repetitive tasks in their job. With Dynamics 365 Copilot, organizations arm their employees with AI tools designed for sales, service, marketing, operations, and supply chain roles. These AI capabilities allow everyone to spend more time on the best parts of their work and less time on mundane tasks.

Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems have long been mission-critical customer and business data sources; However, they often require tedious tasks such as manual data entry, content creation, and note-taking. Dynamics 365 Copilot leverages recent advances in generative AI to automate these tedious tasks and unleash the full creativity of the workforce. Dynamics 365 Copilot leverages CRM and ERP for business users to accelerate their pace of innovation and improve business outcomes across all lines of business:

  • Co-pilot at Microsoft Dynamics 365 Sales and Viva Sales helps salespeople drastically reduce the time they spend on office tasks. AI helps write email responses to customers and can even create an email summary of a Teams meeting in Outlook. The meeting summary includes details from the seller’s CRM, such as: B. Product and price information, as well as insights from the recorded Teams call. With sellers spending up to 66% of their day checking and responding to emails, this represents a significant business advantage to give the seller more time with their customers.
  • Copilot in Dynamics 365 Customer Service empowers agents to provide exceptional customer care. Dynamics 365 Copilot designs contextual responses to questions in both chat and email, in addition to providing an interactive chat experience through knowledge base and case history, so this AI-powered expertise is always available to answer questions. We also make it easier for customer service departments to create virtual agents in minutes conversation enhancer In Make virtual agentsthat leverages the power of Azure OpenAI Service and Bing to provide answers from corporate websites and internal knowledge bases of your choice.
  • Copilot in Dynamics 365 Customer Insights And Dynamics 365 Marketing enables marketers to simplify their data exploration, audience segmentation, and content creation workflows.
    • With copilot in it Dynamics 365 Customer Insightsmarketers can curate highly personalized and targeted customer segments by engaging in natural language dialogue with their customer data platform. Marketers may receive suggestions about additional segments that may not have been considered previously. This new feature can handle complex calculations and match customers who fit a selected profile.
    • Using Copilot in Dynamics 365 Marketingadvertisers can describe their customer segment in their own words to create a target segment using the search help feature. Marketers can also use Dynamics 365 Copilot to easily get inspiration for new email campaign content based on a simple request. Copilot makes suggestions based on key topics entered by the marketer, the organization’s existing marketing emails, and a range of web sources to increase the relevancy of the ideas generated.
  • Copilot in Dynamics 365 Business Central streamlines the creation of product listings for online retail. Product attributes such as colour, material and size can be used to create compelling product descriptions for online storefronts in seconds. The descriptions can be further customized by choosing the tone, format and length. Business Central customers using Shopify can seamlessly publish the products with descriptions to their Shopify store in just a few clicks.
  • Finally, copilot in Microsoft supply chain center, which Microsoft Dynamics 365 Supply Chain Management customers can access, will proactively flag up external issues such as weather, finance and geography that may impact key supply chain processes. Predictive insights then show impacted orders across materials, inventory, carrier, distribution network and more. Supply chain planners can then automatically compose an email generated by Dynamics 365 Copilot to alert affected partners and mitigate potential disruptions before they occur.

The next era of business applications will be transformed by generative AI. Users will increasingly expect their CRM and ERP applications to include AI-powered expertise. Dynamics 365 Copilot brings the latest AI breakthroughs to all lines of business, improving customer experience, employee experience, and operational efficiencies. Central to our approach to bringing these latest advances to our customers is our commitment to responsible AI by design – our framework for the safe use of AI technologies.

Today’s announcement builds on recent AI dynamics in Microsoft 365, Dynamics 365, and the Power Platform. These include: the next generation of AI capabilities in Microsoft Teams, the collaboration platform for working with more than 280 million monthly active users; Viva Sales, which helps sellers by bringing a sales co-pilot into their workflow in Microsoft 365; and Power Apps, which enable citizen developers to write code in natural language.

You can read more about today’s AI announcements from Emily He, CVP, Business Applications and Platform. Join us on March 16 as we share the next step in our journey to reinvent productivity with AI. You can register for the event at Microsoft LinkedIn page.

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Keywords: AI, CRM, Microsoft Dynamics 365 Copilot, Microsoft Viva

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