Microsoft bring advanced AI to CRM & ERP with launch of Copilot

Microsoft bring advanced AI to CRM & ERP with launch of Copilot

John PhillipsProduct Updates

To further enhance its portfolio of business products, Microsoft have announced the release of Copilot, a range of tools providing interactive AI assistance.

What is Dynamics 365 Copilot?

Dynamics 365 Copilot provides AI-assisted tools built for sales, service, marketing, operations and supply chain roles. These AI capabilities allow users to spend less time on their more mundane tasks and shift their focus to more important and more engaging tasks, where their skills can be better utilised.

In what ways can Dynamics 365 Copilot help users?

Below are the key enhancements brought to each product:

Dynamics 365 Sales & Viva Sales

Copilot helps to reduce the time that sellers spend on clerical tasks. AI can help to write email responses to customers and can even create an email summaries of Teams meetings. Meeting summaries draw in information from CRM, including product and pricing details, as well as insights gleaned from the recorded Teams call.

Dynamics 365 Customer Service

By automatically processing case history and knowledge base articles, Copilot empowers Customer Service agents to deliver improved customer care by helping to draft contextual answers to queries – in both chat and email.

Microsoft Power Virtual Agents

It’s now even easier for customer service departments to build virtual agents with conversation boosters in Power Virtual Agents. These utilise the power of the Azure OpenAI Service and Bing to provide answers from company websites and selected internal knowledge bases.

Dynamics 365 Customer Insights

Marketers can now build highly personalised and targeted customer segments by conversing with their customer data platform using natural language. Suggestions about additional segments that may not have been previously considered can also be provided.

Dynamics 365 Marketing

By describing a customer segment in their own words, Copilot can automatically create that target segment with the query assist feature. Also, based on simple requests made by a marketer,  Copilot can effortlessly provide inspiration for fresh email campaign content, based on the request, existing marketing emails and from a range of internet sources.

Dynamics 365 Business Central

Copilot can help to streamline the creation of product listings for online commerce. Attributes such as colour, material and size can be used to create compelling product descriptions for online storefronts in seconds. Product descriptions can be further enhanced by choosing tone of voice, format and length. For Business Central customers using Shopify, the products and their descriptions can then be published to their Shopify store in just a few clicks.

Dynamics 365 Supply Chain Management

By using Copilot in Microsoft Supply Chain Center, external issues such as weather, financials and geography that may impact key supply chain processes can be automatically flagged to users. Predictive insights can then highlight affected orders across materials, inventory, carrier, distribution network and more. Planners can then automatically draft a Copilot-generated email to alert the affected partners and mitigate potential disruptions before they happen.


It is clear that AI is going to play a more involved role in all of our lives and Microsoft have shown that this will also apply to the way we work too. Even if organisations only utilise Copilot to provide gentle assistance, the potential time savings could be significant. For existing Strategy 365 clients who want to discuss how Copilot can help their business, feel free to get in touch with one of our experts.

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