Driving Productivity with Autonomous Agents for Dynamics 365
In today’s article we explore some of the exciting agentic-AI capabilities coming to Dynamics 365 business solutions.
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By 2028, Gartner predicts that 33% of enterprise software applications will incorporate agentic AI, compared to less than 1% in 2024. Ahead of the curve with its focus on AI innovation, Microsoft has already begun to roll out agents across its suite of business applications. Below we discuss some of the agentic-AI capabilities coming soon to Microsoft's business solutions.
D365 Business Central
The Sales Order Agent for D365 Business Central will automate the order intake process by interacting with customers to capture their preferences and then provide order confirmation once the order is made. If a customer makes a vague enquiry, the agent can even correspond with them via email to clarify what they need, using details about the business’ inventory stored in Business Central. The Sales Order Agent carries out the majority of the process, with users required only to review the correspondence and sales quote to ensure accuracy. The Sales Order Agent may be a particularly useful feature for small to medium-sized businesses who have less resources available to take orders and correspond with customers.
D365 Sales
The Sales Qualification Agent for Dynamics 365 Sales will help drive sales productivity by qualifying and prioritising inbound leads. The autonomous agent can research the leads in the sales pipeline and analyse multiple data sources to prioritise leads, then present salespeople with a summary of the information used to prioritise the lead. Once the salesperson is ready to contact the lead, the agent will draft a completely personalised email to initiate the conversation. This feature will significantly accelerate the sales qualification process and allow sales teams to easily prioritise the highest quality leads.
D365 Customer Service
The Customer Intent Agent for D365 Customer Service and D365 Contact Centre helps streamline customer service by scanning case notes, transcripts and summaries to analyse customer intent from past and current customer conversations across all channels and map the issue to the corresponding solution.
Working in tandem with the Customer Intent Agent, the Customer Knowledge Management Agent helps ensure new and existing knowledge articles are kept current and accurate. The agent continuously analyses case notes, summaries, transcripts and other case-related content to uncover any insight or changes that need to be made. The agent then drafts and publishes the content, with workers only needing to approve the changes. These agents will help ensure businesses always have the most up-to-date information on customer cases, as well as the documentation that helps support case resolution. Further, Copilot in D365 Customer Service pulls information from the Customer Intent Agent to create prompts that can help resolve customer queries, as well as information from the Customer Knowledge Management Agent to help provide solutions.
The Case Management Agent for D365 Customer Service will help streamline case management processes throughout each stage of the case lifecycle. The Case Management Agent will be able to automate tasks from case creation to providing AI-insights that accelerate resolution, to follow-ups and updating case status in the system. This will help service teams regain valuable hours to focus on more complex queries that require the attention of human service representatives and ultimately help businesses deliver an enhanced level of customer service.
D365 Field Service
The Scheduling Operations Agent for D365 Field Service helps enhance resourcing by analysing factors like traffic, last-minute cancellations and double bookings to provide field service technicians with optimised schedules, even as these conditions change during the workday. This helps businesses avoid scheduling conflicts and ensure the best use of resources.
These agents will start to become available across Dynamics 365 solutions in public preview in the coming months.
Copilot Studio
If businesses require a more tailored approach to the use of agentic AI, Copilot Studio may be the solution. Copilot Studio allows businesses to use low-code and AI to create their own autonomous agents that are completely tailored to their specific needs. These custom agents can be integrated with other business systems like D365 Customer Insights or CRM to carry out a certain task. These agents can learn from their environments and adjust their actions dynamically, accounting for the context of the process or situation. To learn more about the potential applications of agents built with Copilot Studio, check out our recent article ‘Top Business Use Cases for Copilot Studio.’
If you would like to learn more about agents in Dynamics 365, get in touch with one of our solution specialists today.
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