Transform Customer Experience with Dynamics AI Capabilites

Following our recent blog discussing some of Copilot’s capabilities across Dynamics 365, we explore the AI-powered features helping sales and customer service teams to level-up their customer service.

The author of this page: Prateek Desai
Prateek Desai, Practice Director - D365 Customer Engagement & Power Platform Jul 27, 2023

Helping workers everywhere to do more with less, Copilot for Microsoft 365 and Dynamics 365 is reinventing the modern workplace. Reducing manual tasks, aiding creativity and helping analyse data are just some of the benefits for D365 users that we mentioned in our previous blog. But how can Copilot aid your company’s sales and customer service teams in particular? Today, we take a look at Copilot’s capabilities across Dynamics 365 Sales and Dynamics 365 Customer Service. 

Copilot in Dynamics 365 Sales and Viva Sales

Dynamics 365 Sales & Viva Sales

Dynamics 365 Sales helps businesses to manage customer relationships by creating a central space where you can store important customer information and gain real-time insight into your pipeline. The report feature and interactive dashboards enable users to make informed decisions based on current customer data. 

Adding to the capabilities of D365 Sales, Microsoft’s seller experience app, Viva Sales, integrates with your CRM and M365 apps to centralise customer information, including data that hasn’t been manually added to your CRM system, creating a more seamless seller experience. 

To further enhance the functionality of these apps, Microsoft has implemented Copilot, your AI assistant that will boost your productivity once more. 

Enhanced Communications 

Using intelligent automation, Copilot in Viva Sales can create customisable, personalised emails in seconds, helping you to manage communications with customers. 

Copilot can retrieve data from Dynamics 365 and add this information to emails to respond to customer queries. For example, if a customer asks a question, such as the cost of a product/service or estimated project time, you can query the question from Outlook, prompting Copilot to scan the relevant data from Dynamics 365 and embed the response in your email, saving you the time of manually searching for information and drafting a response. All you have to do is review the email and make any changes you want before it’s sent. 

Additionally, when you receive important emails in Outlook, such as a customer accepting an offer, Copilot automatically suggests an update to CRM and marks the opportunity as won, streamlining the workflow and saving you the time of swapping between interfaces. 

Further, Copilot will then help you create an email with proposed meeting times based on the sender’s calendar availability. 

More Productive Meetings 

Copilot can help you prepare for Teams meetings during the real-time meeting. By scanning CRM data for updated information, such as recent customer interactions and issues, as well as an entire account overview, Copilot better prepares you to have more productive meetings. In addition, Copilot can scan your sales materials, providing rapid answers to any questions brought up during the meeting. Overall, your time is better utilised as you don’t have to spend as much time preparing before the meeting or wasting time during the meeting searching for information.  

Even if you are late, you can still have a productive Teams meeting with Copilot. Simply ask the AI assistant to summarise the meeting so far and get up to speed without disturbing the current conversation. 

Once the meeting has ended, Copilot will create an AI generated meeting summary and draft an email to send to your prospects, containing important information such as meeting highlights, action items and KPIs. 

Copilot allows your sales team to enhance productivity and deliver a higher standard of customer service, enhancing your brand’s reputation. 

Copilot in Dynamics 365 Customer Service

Copilot in D365 Customer Service can assist customer service agents in communicating with customers and solving problems quicker. Copilot can understand context based on the live conversation between the customer and the agent, previous interactions and internal data sources. Using this range of information, Copilot can help agents solve complex customer queries. Acting as an internal chatbot, agents can ask Copilot questions like “can you provide a list of steps to troubleshoot …?” that they can then use to rapidly resolve customer issues. 

Copilot reduces the manual workload of customer service agents, enabling them to respond to customer queries faster, deal with issues more efficiently and improve overall customer service and satisfaction. 

If you would like to learn more about Copilot for Dynamics 365, get in touch with one of our experts today. 

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