What are the capabilities of Copilot in Dynamics 365 Customer Engagement?

Microsoft has launched a universe of endless possibilities with its Artificial Intelligence (AI) products and services. Which of these opportunities may be relevant to explore for your business will of course depend on a number of different factors. We are happy to help you find your way around the landscape and support you along the way. In this article, we will take a closer look at what opportunities Copilot and AI can make available to you and the users in your business, and how we can help you get started exploring the opportunities space.

Microsoft Copilot is an AI-powered assistant designed to help users with their work tasks and routines. The idea behind Copilot is that it should be able to help users streamline certain tasks and make data accessible. Copilot and artificial intelligence are data-driven assistant technology, and it is important to point out that technology does not replace the need for human judgment, decision-making and creativity.

Copilot can be used to find answers to customer questions more efficiently:

• Ask Copilot questions to get information faster. Copilot will be able to search through knowledge articles to provide a correct and comprehensive answer.
• You'll also be able to add five additional connectors where Copilot will be able to look for answers for your questions. If you are satisfied with the answer, you can easily copy it into a chat or over the phone, for example.
• Copilot cites sources. You can select "check sources" to see where Copilot has taken the answer from. In this way, you can always ensure that the answer you pass on to the customer comes from a credible and valid source.

Get help from Copilot to get a quick overview of the latest status of your case:

• Use Copilot to create a summary of the case, so that you as a customer service representative can quickly familiarize yourself with the action and development of the case. This way you can get an overview faster and you can easily share the summary with others in your organization or the customer.

Get help from Copilot to prepare content for emails based on information on the case:

• Use Copilot to pull information from your case and then generate email content for you. Copilot builds content based on different categories or using your keywords.
• If you are satisfied with the content, you can easily copy the generated response into the email itself and send it off.

Use Copilot to help you create segments in your Customer Insights Journey:

• Creating segments has until now been a time-consuming process, where you really have to know the data structure in the systems inside and out for the segment to be correct. Copilot can create the segment for you by describing in simple words what you are looking for.
• By letting Copilot help you build different segments in your marketing efforts, you will hopefully spend less time on such tasks.

Use Copilot to help you create customer journeys in Customer Insights Journey:

• When you start creating a customer journey using Copilot, Copilot will always first give you some suggestions to help you get started.
• If you do not want to use any of the suggestions for Copilot, you can describe in your own words what you are looking for. Copilot will then generate a customer journey based on the details you've provided.
• Once you're happy with what Copilot has created for you, Copilot will create the customer journey with the necessary components. In this way, you can spend your time on quality assurance of the customer journey instead and possibly add further details where needed.

Use Copilot to help you with content creation and design in marketing emails in the Customer Insights Journey:

• Copilot helps you create content in your marketing emails by easily giving Copilot some tips on what you're looking for. The more detail you give Copilot, the more likely it is that Copilot will hit the mark better on the production of the content. Copilot always comes up with several suggestions for you to review and evaluate.
• Copilot can also help you choose images that fit your email content.

Use Copilot to learn more about your customers faster in Customer Insights Data:

• With Copilot in Customer Insights, you can ask questions directly to your customer data to find out more about your customers, which you would typically spend hours bringing up in an analysis or report.

Use Copilot to gain insights into the opportunities for improvement that lie in your data in Customer Insights Data:

• Copilot generates a report based on the data in the system and analyzes contextual information. The report provides an AI-powered summary for the data quality degree and a section that references any issues. It also provides recommendations on how the problems can be solved.
• The report provides an assessment on the overall health of your data. Depending on the quality of the data, the insights generated via Copilot and Artificial Intelligence will provide different value. High data quality gives you more value and makes the insights from Copilot and AI more reliable.

Sales Copilot works across multiple apps that are typically used in sales work. This is especially true for Outlook, Teams and Dynamics 365 Sales.

Use Copilot to help you with content in an email:

• Copilot will retrieve information about the customer and extract information from your dialogue with the customer, and then use this in the generation of requested content in the email dialogue. You can easily help Copilot along the way, by giving Copilot keywords and tone of voice about what you want the email to be about.

Use Copilot during a sales meeting to generate a summary of the meeting:

• Copilot will sum up the meeting you've had with a customer via Microsoft Teams. Copilot will automatically create conversation reports, detect questions, calculate conversation KPIs, pull out "action points" and create tasks for follow-up in CRM. After the meeting, Copilot can also help you send out a meeting summary in Outlook.

Use Copilot to create new CRM contacts directly from emails received in Outlook:

• Copilot retrieves the information from the signature in an email and puts all of the information directly into the contact form for you. If you agree with the data, press "save" and then the contact is saved in the CRM.

Use Copilot to summarize emails from the customer, and then enter the summary on the customer in the CRM:

• Instead of linking the entire email from the customer to the contact in the CRM, Copilot will be able to help you summarize the content of an email you have received from a customer, and then add the summary to the customer in the CRM. In this way, you can more easily extract the essence of the dialogue and get an overview faster when you enter the customer in the CRM.

Use Copilot to stay on top of an account in CRM:

• Copilot can help you stay up-to-date on the latest news about an account. Ask Copilot for the latest news related to the account and you will get a list of articles taken from Bing where the account is mentioned. Always remember to check the source and whether the information is relevant, to make sure that you can actually trust the content.