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Dynamics 365 Copilot AI for CRM and ERP



Microsoft Dynamics 365 Copilot AI for CRM and ERP


Bringing next generation AI to every line of business


Microsoft announces that it is expanding its suite of business applications to include new Dynamics 365 Copilot AI for CRM and ERP.  The new AI updates to its Dynamics 365 suite includes a series of copilot functions to automate repetitive and tedious tasks and open up the workforce’s full creative potential.

Dynamics 365 Copilot makes use of recent developments in generative AI and where Dynamics 365 Copilot puts Customer relationship management (CRM) and enterprise resource planning (ERP) to work for business users to accelerate their pace of innovation and improve business outcomes across every line of business.  With Dynamics 365 Copilot, organisations can provide their workers with AI tools built for Sales, Marketing, Service, Operations and Supply Chain Teams.


In this blog, we are sharing the full Microsoft Launch Announcement where you will see how Dynamics 365 Copilot AI for CRM and ERP will be a game-changer for business users.  According to the recent Microsoft survey on business trends, nearly 9 out of 10 workers say that AI tools help them focus on the work that really matters and this blog will show you how with the introduction of the worlds first AI copilot in both ERP and CRM.

Customer relationship management (CRM) and enterprise resource planning (ERP) systems have long been mission-critical customer and business data sources; however, they frequently require burdensome tasks like manual data entry, content generation and notetaking. Dynamics 365 Copilot takes advantage of recent advancements in generative AI to automate these tedious tasks and unlock the full creativity of the workforce.

Dynamics 365 Copilot AI for CRM and ERP enables the business users to accelerate their pace of innovation and improve business outcomes in every line of business.

Copilot in Microsoft Dynamics 365 Sales and Viva Sales

Help sellers dramatically reduce the time they spend on clerical tasks. AI helps write email responses to customers and can even create an email summary of a Teams meeting 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% of their day checking and responding to emails, this presents a significant business upside to give the seller more time with their customers.

Many sales teams struggle to scale seller experiences. AI can help any sales organization to be more productive and effective, enabling them to automate the sales process and know customers more deeply.

Microsoft Viva Sales, which is included in Dynamics 365 Sales and available for purchase separately for other CRM systems, including Salesforce, revolutionises the way sellers work by integrating with Microsoft Outlook and Teams to augment a seller’s actions and decisions with AI-powered insights and actions. New Copilot features help sellers save time, boost productivity, lighten workloads, and stay focused on what matters most: connecting with customers and closing deals.

Communicate with customers more effectively with AI-generated emails

With the recent announcement from Microsoft that Viva Sales now generates content suggestions based on customer emails, such as a reply to an inquiry or a request for a proposal—complete with data specifically relevant to the recipient, such as pricing, promotions, and deadlines. The seller simply selects the option to suit their needs and a reply is generated for the seller to review, edit to their liking, and send. The reply is enriched with the combined data from Microsoft Graph – which provides access to people-centric data and insights in the Microsoft Cloud and the CRM system (Microsoft Dynamics 365 or Salesforce®).

With this announcement update – email replies will now move into general availability and on March 15, we will add enhancements to create customisable emails. For example, a seller can generate an email that proposes a meeting time with a customer, complete with a proposed meeting date and time based on availability on the seller’s Outlook calendar.

In addition, a new feedback mechanism allows sellers to rate the AI-generated content with a thumbs up or thumbs down, which helps refine and improve future replies. Sellers can also refine generated results by providing a new prompt that creates an updated response that builds on the previously suggested draft and new context.

By auto-suggesting customisable content, sellers can spend less time composing emails and searching for sales data from colleagues and databases.

Follow-up with customers promptly with AI-generated meeting summaries

Sellers often spend hours each day on calls with prospects and customers – and nearly as much time recapping action items for follow-through. To help with that, conversation intelligence provides automated summaries of key topics, issues, and concerns discussed during the meeting.

Now available for public preview in Viva Sales, the new Copilot feature uses natural language capabilities powered by Azure OpenAI Service to intelligently draft a recap of a call with action items and follow-up dates, based on CRM and meeting data. Summaries can be generated for a range of meeting types in Teams, including multi-participant and internal calls, helping sellers stay organized and on top of critical, content-heavy sales meetings.

Copilot in Dynamics 365 Customer Service 

Empower agents to deliver exceptional customer care. Dynamics 365 Copilot drafts contextual answers to queries in both chat and email, in addition to providing an interactive chat experience over knowledge bases and case history so this AI-powered expertise is always available to answer questions. We’re 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 Bing to provide answers from company websites and internal knowledge bases that you choose.

Customer service agents are critical for maintaining customer loyalty, but they often face pressure to resolve multiple customer cases quickly, leading to burnout and decreased customer satisfaction. To address these challenges, agents need tools that can help them streamline tasks across both simple and complex cases, while still providing personalized service that demonstrates their commitment to resolving each issue thoroughly and efficiently.

Now available for limited preview, Microsoft announce Copilot in Microsoft Dynamics 365 Customer Service – a range of next-generation AI capabilities that can expedite resolving customer issues and increase satisfaction scores. Copilot provides the agent with 24/7 AI-powered assistance to help them find resources that will help resolve issues faster, handle cases more efficiently, and automate time-consuming tasks so agents can focus on delivering high-quality service to their customers.

Turn service agents into super-agents

With Copilot, agents can quickly craft a draft email or chat response to customers with a single click. Copilot understands the context based on the current live conversation; identifies relevant information from trusted websites and internal documents, including knowledgebase articles and previously resolved cases; and crafts a response that the agent can review and send to the customer.

For agents working on emails, Copilot can help create relevant and personalized email responses to customer queries in seconds. Once Copilot synthesises information and suggests an email draft, agents can review and modify the content before sending it to the customer. Using conversational chat experience, agents can ask Copilot to help diagnose more complex customer issues, discover resolutions, and summarize draft responses with the right tone to the customer – across all communication channels.

With comprehensive and efficient assistance from Copilot, agents can significantly reduce the amount of time spent searching for content and drafting their response, resulting in improved agent productivity and customer experience.

Enrich self-service with AI-powered conversational assistance

Organisations can provide an even more powerful conversational experience by leveraging Power Virtual Agents, now enhanced with generative AI capabilities and available today in preview. Customers can self-serve and get their needs more easily solved with highly intelligent conversational bots that use trusted websites and the company’s internal data to resolve customer issues.

Additionally, with the continued investment in the open, flexible, and composable Microsoft Digital Contact Centre Platform, Nuance is announcing new AI capabilities in Nuance Mix. Dynamics 365 Customer Service, together with Teams, Microsoft Power Platform, Nuance, and Azure, deliver truly transformative experiences for both agents and customers through the contact centre.

Copilot in Dynamics 365 Customer Insights Journeys  

Empowers marketers to simplify their workflow in data exploration, audience segmentation and content creation.  With Copilot in Dynamics 365 Customer Insights, marketers can curate highly personalized and targeted customer segments by having a dialogue with their customer data platform using natural language. Marketers can receive suggestions about additional segments that may not have been previously considered. This new capability can handle complex calculations and match customers that fit a select profile.

To meet customer expectations, marketers need to deliver personalized marketing experiences across physical and digital channels. The next-generation AI empowers marketers to proactively target any audience segment in lockstep with market trends and customer demand.

Get to data insights faster and easier with natural language

Marketers have traditionally relied on data analysts, leveraging their skillset to write queries in SQL, to uncover insights from their customer data – which can take weeks for results. With Copilot in Dynamics 365 Customer Insights, marketing teams can engage directly with customer data and discover new information that they may not have been aware of, democratising access to insights.

With simple prompts, marketers can ask questions using natural language to explore, analyse, and understand customer segment sizes and preferences – no need to be a SQL expert or wait for other teams to process their requests. For example, a marketer might want to identify customers that reside in San Francisco, California, with a high customer lifetime value, who have also made a purchase in the last 90 days.

With a few clicks, Copilot produces the results, along with information such as the customers’ average age, product preferences, or average purchase price. These insights can then be configured into a segment to support a campaign. With Copilot, marketers can now get a deeper understanding of their customers in near real-time.

Use natural language to create audience segments

Market segmentation is an important step to create personalized campaigns based on interests and needs. It also can be a time-consuming process, often requiring knowledge of the complex data structures defined by the marketing database. Query assist, a Copilot capability in Dynamics 365 Marketing, uses Azure OpenAI Service to save time creating or enhancing segments.

Marketers can describe the target audience characteristics by typing a segment description, such as “all contacts under the age of 30 living in New York City.” Rather than manually select data tables, a marketer can simply type a description of the contacts they wish to engage with, and then add the results to the segment builder. By using this simple query approach, marketers can create real-time segments without the need for knowledge of their back-end data, saving hours of time.

Create relevant, compelling, and personalised marketing content faster

Email marketing is a powerful way to engage audiences if the email content is compelling and relevant. Too often, content can begin to feel stale or repetitive over time. Content ideas, a Copilot feature in Dynamics 365 Marketing, inspires marketers by turning topics into suggested copy, helping them move from concept to completion faster.

When editing an email, a marketer can prompt Copilot with up to five key points to get across in the email. The content ideas capability uses Azure OpenAI Service to generate a set of text suggestions – unique content can be used as a starting point when composing marketing emails. It can analyse the organisation’s existing emails, in addition to a range of internet sources, to increase the relevance of generated ideas. With Copilot, marketers can save hours of time brainstorming and editing, while keeping content fresh and engaging.

Marketers can describe their customer segment in their own words to create a target segment with the query assist feature. Marketers can also use Dynamics 365 Copilot to effortlessly get inspiration for fresh email campaign content based on a simple request. Copilot makes suggestions based on key topics entered by the marketer, the organisation’s existing marketing emails, as well as from a range of internet sources to increase the relevance of generated ideas.


Supercharge the entire Customer Journey with AI – Watch the video to see how

Dynamics 365 Copliot brings the power of next-generation AI capabilities and natural language processing to Dynamics 365, working alongside business professionals to help them create ideas and content faster, complete time-consuming tasks, and get insights and the next best actions just by describing what’s needed.




Copilot in Dynamics 365 Business Central 


Streamlines the creation of product listings for online commerce. 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 tailored by choosing tone of voice, format and length. Business Central customers using Shopify can seamlessly publish the products with descriptions to their Shopify store in just a few clicks.

Compelling product descriptions in online stores boost sales by making products stand out from the crowd. However, producing consistently engaging descriptions on-demand can be challenging, especially when writing product descriptions for dozens or even hundreds of similar products.

Copilot in Microsoft Dynamics 365 Business Central help small and medium-sized businesses to bring new products to market faster by producing AI-generated product descriptions. This Copilot feature suggests copy for engaging product descriptions, tailored to your brand using a product’s title and key attributes, such as colour, material, and size.

Easily customise the text to your preferred writing style by choosing the tone and length, and make any needed edits before saving. Business Central customers can seamlessly publish the new product descriptions to their Shopify store with just a few clicks.


Check Out Copilot in Microsoft Dynamics Business Central 

Small and medium-sized businesses can save time and drive sales with AI-generated product descriptions in Microsoft Dynamics 365 Business Central. Create compelling, creative marketing text in seconds using product attributes such as color, material, and size. Tailor the descriptions to your brand by choosing a tone of voice, as well as format and length. Business Central customers using Shopify can seamlessly publish products with descriptions to their Shopify store in just a few clicks. Launching new products has never been faster or easier!



Copilot in Microsoft Supply Chain Centre and Dynamics 365 Supply Chain 

Microsoft Dynamics 365 Supply Chain Management customers can access, will proactively flag 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 then automatically draft an email generated by Dynamics 365 Copilot to alert impacted partners and mitigate potential disruptions before they happen.

In recent years, many businesses discovered that their current supply chain technologies are ill-equipped for an environment characterised by ongoing disruptions, constraints, and shortages. AI-enabled supply chain management can provide unprecedented visibility and insights, helping to solve disruptions before they happen.

This announcement update includes new Copilot capabilities for Microsoft Supply Chain Centre, available to Dynamics 365 Supply Chain Management customers, to better predict and act on disruptions that occur across suppliers, weather, and geographies.

Use intelligence from the news module to proactively flag external issues such as weather, financial, and geo-political news that may impact key supply chain processes. Predictive insights surface impacted orders across materials, inventory, carrier, distribution network, and more.

Copilot turns these insights into action with contextual email outreach generated by Azure OpenAI Service to help solve problems in real-time and with ease. With a custom and contextual reply, supply chain managers can save time and collaborate with impacted suppliers to quickly identify new ETAs and re-route purchase orders based on an identified disruption, like a weather event.

They can also fulfil high-priority customer orders via an alternate distribution centre to ensure they can meet customer demand in full and on time.


Supercharge the entire customer journey with AI – starting today


The next era of business applications is being transformed by generative AI. Users will increasingly expect their CRM and ERP applications to include AI-powered expertise. Dynamics 365 Copilot AI for CRM and ERP brings the latest AI breakthroughs to every line of business, improving customer experience, employee experience and operational efficiency. Essential to the Microsoft approach as we bring these latest advancements to customers is our commitment to responsible AI by design – Microsoft’s framework for the safe deployment of AI technologies.

This Dynamics 365 Copilot AI for CRM and ERP announcement builds on recent AI momentum across Microsoft 365, Dynamics 365, and the Power Platform. This includes: the next generation of AI capabilities in Microsoft Teams, the collaboration platform for work with more than 280 million monthly active users; Viva Sales, which helps sellers by bringing a sales copilot to their flow of work in Microsoft 365; and Power Apps, enabling citizen developers to write code using natural language.

With every bi-annual release wave, Microsoft is enhancing Dynamics 365 applications with new, more powerful AI capabilities to help organisations drive business outcomes, improve operational efficiency, and create exceptional customer experiences.



Check out our related blog which also takes a deep dive into D365 AI enabled by Copilot 



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