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Apr 28, 2023

Announcing Microsoft Dynamics 365 Copilot and Next-generation AI tools for Power Platform

Release Summary

On March 6 at 6:00 a.m., Microsoft announced the Microsoft Dynamics 365 Copilot , the world’s first AI copilot in both CRM and ERP. Copilot brings the power of next-generation AI capabilities and natural language processing to Dynamics 365, acting as a real-time collaborator that works alongside business professionals to help them create ideas and content faster, complete time-consuming tasks, and get insights and next best actions – just by describing what’s needed.

Copilot features are available in preview across Dynamics 365 applications, Microsoft Viva Sales and Microsoft Supply Chain Center, providing AI-assisted guidance tailored for a range of job functions across the organization – from marketing, sales and service to supply chain and operational roles.

Microsoft also announced the preview of new AI developer tools in Power Platform and Nuance Mix. By combining these platforms with one of the world’s most advanced language AI models, Microsoft is transforming the application development landscape and empowering a new type of developer - the citizen developer – to solve business challenges.

Dynamics 365, Viva Sales and Microsoft Supply Chain Center Announcements

Copilot in Dynamics 365 Sales and Viva Sales

The new AI update to Microsoft Viva Sales helps sellers cut down time they spend at the end of every week writing emails to recap meetings and next steps, with the ability to generate an email summary of a Teams meeting right in Outlook. The meeting summary pulls in details from the seller’s CRM such as product and pricing information, as well as insights from the recorded Teams call. With sellers spending as much as 66 percent of their day checking and responding to emails , this presents a significant business upside to give the seller more time with their customers. With this new capability, sellers can generate a simple and clear summary right in Outlook based on the Teams meeting, and it automatically includes related CRM data. This can then be sent on to the customer to ensure there is alignment on next steps and ownership of actions. Auto-generated responses are available in public preview now. Email meeting summaries will be available in public preview on March 16.  Read the blog for more details.

Copilot in Dynamics 365 Customer Service

Now available in limited preview, Copilot in Customer Service empowers agents to deliver exceptional customer care, optimizing for both accuracy and speed by drafting contextual answers to queries in both chat and email. Microsoft is also making it easier for Customer Service departments to build virtual agents in minutes with conversation boosters in Power Virtual Agents , which harnesses the power of Azure OpenAI Service and the AI-powered Bing to provide answers from company websites and internal knowledgebases that you choose.

Copilot becomes the agent's 24/7 AI-powered assistant to help them decipher through large volumes of data, helping resolve issues more quickly, handle cases more efficiently, and increase automation of time-consuming tasks, so agents can focus on delivering high quality service to their customers. Copilot features in Dynamics 365 Customer Service are now in limited preview. Read the blog for more details.

Copilot in Dynamics 365 Marketing

Using Copilot in Dynamics 365 Marketing, marketers can simplify their workflows by using generative AI to create customer segments and kickstart content creation using conversational prompts. A marketer can now use the Copilot capability query assist to describe their ideal customer in their own words to create a target segment. What used to take hours to create can now be done in just minutes. With content ideas, a new Copilot capability in Dynamics 365 Marketing, marketers can get inspiration generating fresh email campaign content based on a simple request in just moments. Copilot makes suggestions based on key topics entered by the marketer, the organization’s existing marketing emails, as well as from a range of internet sources, to increase the relevance of generated ideas. Through these new Copilot capabilities, marketers can spend less time on copywriting and segmentation, and be empowered by knowing that not only are they creating their best messages but sending them to the right people. Content ideas and query assist are both available in public preview today. Read the blog for more details.

Copilot in Dynamics 365 Customer Insights

In the past, in order to create customer segments, marketers would have to rely on their engineering teams to write queries in SQL, often taking weeks to receive results. With Copilot in Dynamics 365 Customer Insights, Microsoft is making it easier for marketing teams to engage directly with customer data, thereby democratizing access to insights. Marketers can have a dialogue with their data to validate and discover new customer insights and deliver targeted and personalized marketing campaigns. They can now simply ask Copilot about their customers and receive answers immediately, and even get suggestions about other questions that could be asked to highlight insights such as additional segments that may not have been previously considered. This new capability can handle calculations across multiple variables and return a list of customers that fit a select profile or display tabular data. Copilot features in Dynamics 365 Customer Insights are now in limited preview. Read the blog for more details.

Copilot in Dynamics 365 Supply Chain Management and Microsoft Supply Chain Center

New Copilot capabilities for Microsoft Supply Chain Center, which is available to Dynamics 365 Supply Chain Management customers, help predict and act on disruptions. Using the intelligence from the news module, Copilot proactively flags external issues such as weather, financials, and geography that may impact key supply chain processes. Predictive insights then surface impacted orders across materials, inventory, carrier, distribution network and more. Supply chain planners can take action with a contextual email draft generated in Outlook by Copilot to alert impacted partners and mitigate potential disruptions before they happen. Copilot features for Microsoft Supply Chain Center are now in limited preview. Read the blog for more details.

Copilot in Dynamics 365 Business Central

Organizations can save time and drive sales with AI-generated product descriptions using Copilot in Dynamics 365 Business Central to create compelling product descriptions in seconds product attributes such as color, material, and size. The descriptions can be further tailored by choosing tone of voice, format, and length. Dynamics 365 Business Central customers using Shopify can seamlessly publish the products with descriptions to their Shopify store in just a few clicks. Copilot in Dynamics 365 Business Central is now in limited preview. Product description generation will be available in public preview on March 16. Read the blog for more details.

Power Platform & Nuance Mix Announcements

Microsoft’s bot building platforms introduce conversation boosters with GPT

Using the Azure Open AI Service, conversation boosters within Power Virtual Agents and Nuance Mix enable you to connect your bot to your most current and useful data sources, like company websites or internal data and the bot can immediately construct a relevant and meaningful response using GPT. With the bot now able to search, summarize and moderate answers at speed, with just a URL and no additional topic development, this makes the bots instantly useful out of the box with a greater breadth of knowledge. Power Virtual Agents is available now in public preview, Nuance Mix available in limited preview. Read the blog for more details.

AI Builder text generation with GPT

AI Builder’s create text with GPT action enables developers to access no-code large language models from Azure OpenAI service. This next generation AI capability can be leveraged to enable a wide variety of use cases in Power Automate and Power Apps to build intelligent solutions. Using text generation with GPT, you can instruct the model with natural language to perform a given task. For example, you can use the capability to create a summarization tool that can quickly and accurately summarize long documents and extract key pieces of information that are relevant to a business. Text generation with Azure OpenAI service for AI Builder will be available for private preview on March 6. Read the blog for more details.

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