109 IN FOCUS: DYNAMICS 365 improve customer satisfaction. This automation increased Gardens Alive’s email processing rate by seven per cent. Following this, Gardens Alive rolled out the Digital Messaging add-in for Dynamics 365 Customer Service. One of the features of this add-in is the addition of AI-driven chatbots created with Power Virtual Agents, which allow the retailer’s customers to access a self-service chatbot built on the data stored in Dynamics 365. Since adopting Digital Messaging, Gardens Alive has noticed bot escalation to live agents has reduced from 50 to 31 per cent, and with future enhancements the team expects it to decrease to 20 per cent. Ensuring responsible AI adopting is a priority in every use case, and Microsoft is dedicated to helping organisations realise this. “The AI capabilities in Dynamics 365 are developed with a steadfast commitment to trustworthy AI, guided by our responsible AI principles of fairness, reliability and safety, privacy and security, inclusiveness, transparency and accountability,” says Jeff Comstock, corporate vice president of Dynamics 365. “In addition, generative AI features in Dynamics 365 utilise Microsoft Azure OpenAI Service, which offers the highest levels of data privacy and security. By developing AI that is responsible and secure by design, we’re furthering our mission to help every person and organisation on the planet achieve more.” Microsoft is consistently delivering updates and features to Dynamics 365 to drive productivity and new methods of working for its users. For instance, it introduced the new Model Context Protocol (MCP) servers for Dynamics 365 at Microsoft Build 2025. The MCP servers were designed to remove the work involved in connecting systems together to build AI-powered agents, making it easier for users to leverage the technology quicker. More new features are due for release between October 2025 and March 2026, including AI functionality and capabilities across Dynamics 365 Sales, Customer Service, Contact Center, Finance, Supply Chain Management and more. Feedback shared by customers at events such as Community Summit help Microsoft to refine products and solutions. The event not only supports the Dynamics 365 user experience but also gathers feedback on how the platform functions directly from the people using it daily. “These users don’t just adopt the technology, they refine it, challenge it and push it forwards,” says John Seifert, CEO of Dynamics Communities, which hosts Community Summit. “Their real-world feedback influences product Events such as Community Summit are vital for gathering real user feedback on features and updates in Dynamics 365
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