Microsoft brings AI to CRM and ERP with Dynamics 365 Copilot

Microsoft brings AI to CRM and ERP with Dynamics 365 Copilot


New capabilities provide interactive assistance for those in sales, service, marketing, operations and supply chain roles

Elly Yates-Roberts |

Microsoft has launched Dynamics 365 Copilot, which will bring interactive assistance to customer relationship management (CRM) and enterprise resource planning (ERP). 

A Microsoft survey on business trends found that nearly nine out of 10 workers hope to use artificial intelligence to reduce repetitive tasks in their jobs. The new Dynamics 365 Copilot aims to help organisations empower their workers with AI tools built for sales, service, marketing, operations and supply chain roles, enabling them to spend less time on mundane tasks. 

According to Microsoft, Dynamics 365 Copilot takes advantage of recent advancements in generative AI to automate tasks like manual data entry, content generation and note-taking. 

For example, Copilot in Dynamics 365 Sales and Viva Sales helps sellers to reduce the time they spend on clerical tasks. AI helps write email responses to customers and can create an email summary of a Teams meeting in Outlook, pulling in details from the CRM.

Copilot in Dynamics 365 Customer Service helps agents deliver customer service by drafting contextual answers to queries in chat and email. The tool also helps customer service departments to quickly build virtual agents with conversation boosters in Power Virtual Agents. It uses Azure OpenAI Service and Bing to provide answers from company websites and internal knowledge bases. 

An introduction to Microsoft Dynamics 365 Copilot

“The next era of business applications is being transformed by generative AI,” said Charles Lamanna, corporate vice president of business applications and platform at Microsoft, in a blog post announcing the launch of Dynamics 365 Copilot. “Users will increasingly expect their CRM and ERP applications to include AI-powered expertise. 

“Dynamics 365 Copilot brings the latest AI breakthroughs to every line of business, improving customer experience, employee experience and operational efficiency. Essential to our approach as we bring these latest advancements to customers is our commitment to responsible AI by design – our framework for the safe deployment of AI technologies.” 

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