Meet Microsoft Dynamics 365 Copilot: The next-gen AI transforming ERP and CRM operations

November 2, 2023

As per a recent survey on business trends, 9 out of 10 workers hope to use AI for automating repetitive tasks in their job. This profound desire for increased efficiency and productivity stems from the rapid evolution of technology. Businesses are keen to not only keep pace but also outperform their competitors by harnessing the transformative potential of AI.

As a result of the tech revolution worldwide and the rising trend of Data and AI, organizations are increasingly recognizing the need to infuse AI into their everyday operations. The goal? To optimize and streamline their business processes, making AI operations management an essential part of their strategy.

Microsoft Dynamics 365 Copilot has emerged as a game-changer in this landscape. It has been empowering organizations by providing AI-driven tools for various facets of their business, including marketing, sales, customer service, operations, and supply chain roles. These AI capabilities have enabled professionals to reclaim their time by automating mundane and repetitive tasks, allowing them to redirect their focus on the best part of their job. The result? Enhanced productivity, efficiency, and a workforce that’s better equipped to excel in today’s AI-driven business landscape.

Unlocking the power of Generative AI in ERP and CRM systems with Dynamics 365 Copilot

Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems are two of the mission-critical customer solutions of any business. However, they frequently require mundane tasks like manual data entry, content creation, and note-taking. Using the latest developments in generative AI, Dynamics 365 Copilot automates these time-consuming tasks and unleashes the full creative potential of your workforce. Dynamics 365 Copilot helps business users leverage Dynamics 365 Finance and Operations and Dynamics 365 Customer Engagement to improve business outcomes across all business lines and accelerate innovation.  

Dynamics 365 applications where Dynamics 365 Copilot shine include:

Dynamics 365 Sales

Copilot in Microsoft Dynamics 365 Sales helps sellers cut down on the amount of time they spend on administrative work significantly. AI can even generate an email summary of a Teams meeting in Outlook and assist with writing customer email responses. Insights from the recorded Teams call are combined with details from the seller’s CRM, including product and pricing details, in the meeting summary. There is a big business opportunity here for the seller to spend more time with their customers, as they can spend up to 66% of their day checking and answering emails.

Dynamics 365 Customer Service

Dynamics 365 Customer Service‘s Copilot gives agents the tools they need to provide outstanding customer service. In addition to offering an interactive chat experience over knowledge bases and case histories, Dynamics 365 Copilot drafts contextual responses to questions in email and chat, ensuring that this AI-powered expertise is always available to answer questions. With the conversation boosters in Power Virtual Agents, which leverage the strength of Azure OpenAI Service and Bing to deliver responses from company websites and internal knowledge bases of your choosing, we’re also making it simpler for customer service departments to create virtual agents in a matter of minutes.

Dynamics 365 Marketing

Marketers can use the query assist feature in Dynamics 365 Marketing‘s Copilot to create a target segment by using their own words to describe their customer segment. With just a straightforward request, marketers can use Dynamics 365 Copilot to obtain ideas for new email campaign content quickly. To improve the relevancy of generated ideas, Copilot provides recommendations based on the marketer’s key topics, the company’s current marketing emails, and various online sources.

Dynamics 365 Customer Insights

By using natural language to communicate with their customer data platform, marketers can create highly personalized and targeted customer segments with Copilot in Dynamics 365 Customer Insights. Advertisers can get recommendations for new markets that they might not have thought of before. This new feature can match customers who meet specific criteria and manage intricate computations.

Dynamics 365 Supply Chain

Customers of Microsoft Dynamics 365 Supply Chain Management can also access Copilot in Microsoft Supply Chain Center, which will proactively flag external issues like weather, finances, and geography that may impact critical supply chain processes. The impacted orders across materials, inventory, carriers, distribution network, and more are then revealed by predictive insights. Then, supply chain planners can have Dynamics 365 Copilot automatically draft an email to affected partners, warning them of impending disruptions and helping to prevent them.

Surcharge your customer journey and business operations with AI

Microsoft is adding new, more potent AI capabilities to Dynamics 365 apps with each biannual release wave, enabling businesses to boost operational effectiveness, drive business results, and provide outstanding customer experiences. With Microsoft 365 Copilot, users can expect their CRM and ERP applications to be powered by AI capabilities.

To leverage the benefits of Dynamics 365 Copilot in your current Dynamics 365 Customer Engagement and Dynamics 365 Finance and Operations solutions, or to discover how Microsoft 365 Copilot can benefit your organization, get in touch with our D365 consultants at