AI, D365 Copilot & CRM

CRM applications are designed to organize and optimize the management of customer relationships. Over the past 20 years, we have worked closely with organizations to implement these solutions, witnessing firsthand their growing popularity and sophistication. Today, with the rapid advancement of Artificial Intelligence (AI) and Machine Learning (ML) platforms, the industry stands on the cusp of a transformational change. 

AI and ML are two of the most significant growth areas that CRM vendors are embedding into their applications. Microsoft is leading this “AI charge” by integrating powerful AI features into its Dynamics 365 (D365) ecosystem via Copilot. These innovations are enabling businesses to automate more customer interactions, leverage predictive analytics to deliver better experiences, and unlock new opportunities for personalization. Additionally, Microsoft is empowering organizations to harness big data and analytics to gain critical insights into customer behavior. 

Within the D365 ecosystem, a wide range of AI and ML features are already available, delivering transformative value and reshaping how organizations engage with their customers. Here are a few of the most impactful capabilities.

From a Sales Perspective

• Lead Generation: AI-powered features scan webpages and identify potential customers, as well as create detailed profiles to determine the best lead nurturing strategy. AI also monitors customer behavior to identify leads in real time, allowing for near real-time customer engagement. Customer conversational intelligence features in D36
• Sales Process Automation: AI automates mundane processes such as entering data into a database, allowing sales staff to focus on higher priority tasks. AI-enabled technologies also monitor sales pipelines, while providing an automated recommendation of the next best action. Guiding sellers with next best action features in D365
• Forecasting: AI features identify trends and predict customer behavior, allowing sales teams to proactively adjust their strategies. AI features also track customer sentiment and provide detailed insights into market conditions. Customer sentiment features in D365
• Personalization: AI features analyze customer data and create personalized content, resulting in improved customer relationships. AI-enabled features even act as virtual agents, answering customer queries and providing tailored advice. Automated response features in D365
• Market Analysis: AI analysis derives insights from market data, such as competitor pricing, customer preferences, and sales trends. AI-enabled features monitor changes in the market in near real time, allowing businesses to respond quickly to dynamic conditions. LinkedIn integration surfaces contact and market changes into D365

From a Customer Service Perspective

• Automating Customer Service: AI takes over simple customer service tasks, such as opening and closing customer service tickets, responding to frequently asked questions. Virtual Agents (BOTS) respond to customer questions and create cases in D365
• AI-Assisted Live Chat: AI features help customer service representatives use online chat services more effectively. AI provides real-time customer data and suggests customer service best practices so customer service representatives can provide more accurate and efficient customer service. Virtual Agents (BOTS) auto respond to chat topics in D365
• Improved Decision Making: AI analyzes customer data to help customer service representatives make better decisions when providing customer support. AI identifies customer trends and helps customer service representatives understand the customer’s needs and provide a better experience. Surfacing high-volume or emerging support topics that can be automated in D365
• Proactive Support: AI features proactively engage customers before they contact customer service. This helps customer service departments identify and resolve customer issues proactively, leading to better customer service and higher customer satisfaction. Connected Customer Service via IOT in D365
• Fast Problem Resolution: AI helps customer service representatives quickly identify and resolve customer issues, reducing average handle time and increasing first call resolution numbers. AI assists with knowledge article recommendations in D365

From a Marketing Perspective

• Reducing Manual Labor: AI features enable marketers to focus on more strategic tasks and increase productivity. Additionally, AI-driven algorithms provide customers with relevant, personalized experiences tailored to their individual needs and preferences. AI spam and scheduling features in D365
• Customer Segmentation: AI features analyze large datasets quickly and provide meaningful insights that shape how customers are segmented. By leveraging artificial intelligence, businesses effectively assign their leads/contacts to the most appropriate customer journeys. This provides customers with unique, contextual experiences tailored to their individual preferences and ensures they continue to engage with the brand. AI-driven run-time channel optimization in D365
• Content Creation: AI features are embedded into the marketing platform to seamlessly create meaningful content which resonates with the audience. This dramatically reduces the time marketers need to invest in content ideation, planning, researching, and creation. AI features kickstart email creation with content ideas in D365

In conclusion, layered AI features such as Copilot continue to revolutionize CRM platforms, streamlining mundane tasks, improving lead generation, customer experience and marketing reach while providing insights into customer behavior and market trends. With the ever-evolving capabilities of AI, businesses are able to stay ahead of the competition and maximize their potential.

Click on the Video Below and Learn about Microsoft Dynamics 365 Copilot.