Generative AI stands at the forefront of transformative advancements, empowering businesses worldwide with heightened efficiency, innovation, and expanded capabilities. According to Gartner’s projections, a significant shift is anticipated by 2024, with 40% of enterprise applications integrating embedded conversational AI. The global market for AI, inclusive of Generative AI, is on track to reach an impressive $267 billion by 2027, underscoring its growing significance in various sectors. Furthermore, in a recent survey conducted by Deloitte, 56% of executives attested to the productivity improvements brought about by AI technologies within their organizations. These statistical insights highlight the accelerating impact and widespread adoption of Generative AI across diverse industries.
Within business applications, Generative AI is breaking down silos and bridging the gaps between data insights and people. This transformation enables sellers, marketers, and customer experience professionals to deliver exceptional experiences throughout the entire customer journey.
With the Dynamics 365 release wave 2, Microsoft is taking the capabilities of Generative AI to new heights within applications such as Microsoft Dynamics 365 Sales, Microsoft Sales Copilot, and Microsoft Dynamics Customer Insights.
Empowered by Generative AI and Copilot, you can now harness hidden data and insights and unlock capabilities that were once beyond reach. The integration of Generative AI in Dynamics 365 results in substantial growth, elevating productivity and collaboration to new heights. Positioned as a catalyst, it not only delivers exceptional value but also paves the way for scalable growth across all business functions
Many of these capabilities are already accessible today, with the assurance that all will be generally available or in preview before April 2024. Let’s delve into some of these capabilities:
Uncover hidden data and insights
The foundation of understanding your customers lies in data. However, incomplete or inaccessible data diminishes its value and the insights derived from it.
The forthcoming AI-driven features in this release wave promise to redefine your customer experiences. With Copilot’s support, marketers, data analysts, and CX professionals can swiftly unlock data to enhance decision-making, acquire valuable insights into customer demographics and behaviors, and streamline journey orchestration and content creation processes for enriched customer experiences.
In Dynamics 365 Customer Insights, Copilot acts as your guide, harmonizing disparate data sources to create a comprehensive 360-degree view of each customer. It automatically evaluates incoming data, suggesting improvements to enhance quality, ultimately providing a more holistic perspective and deeper insights into each customer.
For sales professionals to optimize conversions or deal closures, it is crucial for them to allocate their time efficiently towards leads and contacts with the highest likelihood of conversion. Achieving this clarity requires analyzing an expanding array of customer touchpoint signals, often beyond the sellers’ reach or available time for in-depth analysis, such as website visits or store visits. This is where the synergistic capabilities of Dynamics 365 Customer Insights and Dynamics 365 Sales prove invaluable. While sellers engage with their leads, AI in Dynamics 365 Sales automatically condenses lead details, status, recent activities, along with profile summaries from Customer Insights – Data. Integrating sales data with critical intent signals provides sellers with a comprehensive view of their customers, enabling them to customize each interaction seamlessly within their workflow.
