107 Gardens Alive has reduced bot escalation to live agents from 50 to 31 per cent since Migrating to Dynamics 365 IN FOCUS: DYNAMICS 365 “ Together, copilots and agents can accelerate your business outcomes” NITASHA CHOPRA, MICROSOFT The solution is helping the HR team to find information quickly and answer employee questions accurately. Since adoption, the team has seen a reported 20 per cent increase in employee customer service case throughput, along with a 16 per cent boost in Dynamics 365 Copilot satisfaction. “Copilot transforms lengthy information sources into one crisp, easily digested answer,” says Mike Morales, senior service advisor in HR services at Microsoft. “Despite our diverse employee population, we can supply the personalised answers each person wants.” Agentic AI – autonomous systems that act on behalf of users – is taking these capabilities one step further by automating repetitive tasks and allowing teams to focus on what truly matters; building relationships and closing deals. “Together, copilots and agents can accelerate your business outcomes,” says Chopra. “For example, imagine a sales rep preparing for a big client meeting. Copilot can pull together a summary of recent customer interactions, generate a tailored pitch based on account details and suggest case studies that may be relevant to the customer. Meanwhile, an AI agent is working in the background, logging customer enquiries, triggering follow-up tasks, and updating the sales pipeline based on realtime interactions.” US-based gardening products retailer Gardens Alive, has been using Dynamics 365 since 2022 to unify its finance, CRM and supply chain data. In 2023, it adopted Dynamics 365 Customer Service to automate the categorisation of customer queries from different channels and Photo: iStock/Rawpixel
RkJQdWJsaXNoZXIy NzQ1NTk=