How to extract value from Microsoft Dynamics 365 Copilot and AI

09.02.24

Ida Smedheim Bjerklund

Engage Transformation with artificial intelligence

Are you one of those who are sniffing at the possibilities of using Artificial Intelligence (AI) and Copilot in Dynamics 365 and Power Platform? Then you're not alone. If there is something that is discussed a lot during the day, it is precisely Artificial Intelligence and Copilot. Microsoft has launched revolutionary functionality, where we get insight into what Copilot can help us with within the various apps in Dynamics 365 and in Power Platform.

What is D365 Copilot?

Microsoft Dynamics 365 Copilot has several AI-powered assistants, which are designed to help users with their work tasks. The idea behind Copilot is that it should be able to help employees streamline certain tasks and make data available. It is important to point out that Copilot and artificial intelligence do not replace the need for human judgement, decision-making and creativity, but that it assists as an assistant in everyday life, where the human is central to assessing what comes out. The view of artificial intelligenceas an aid and an assistant is shared by the American futurist and author Amy Webb.

— If we are thinking about these [AI systems] as assistive tools rather than as replacement tools, we're going to be better off.

Amy Webb, Founder & CEO, Future Today Institute

To make it clearer what Copilot in the D365 actually is, we show with some examples:

With Copilot for customer service, Copilot can, among other things, use all the information from the case and create a short summary. This allows the customer service representativeto get a quick overview of what has happened in the case and saves time looking for information.

In addition, Copilot can help the customer service representative write email responses based on pre-defined topics or keywords that the person in question provides. Copilot also pulls information from the case when it generatesthe email for you.

With Copilot for Customer Insights (formerly Dynamics Marketing), we see examples where Copilot makes suggestions for segments. Formany, this has previously been time-consuming, as one must have good knowledge of the company's data model for the segment to be correct. In addition, we see that Copilot can not only help with marketing email content, but also with layout and design. For example, AI can create contacts based on the email signature on an email. And thisis exactly where Copilot Studio can act as an information sharer, by connecting AI to a database of information. These examples are only a small percentage of the possibilities that hide within this universe.

Transformation with artificial intelligence

How do you achieve the value you want, andwhere do you start?

In order to achieve success with AI and Copilot, we are completely dependent on being mature for it. Most people today are in the "exploration phase" and are curious about what this really is and what it can mean for us. We know that this is something we should familiarize ourselves with, as we are aware that AI and Copilot are not going away anytime soon. There are a lot of unimagined possibilities in these tools, but more people may have a need to concretize it and take a closer look at what this actually means for each individual and the business.

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

The road to becoming mature enough to be able to take advantage of the benefits that exist in this universe is unknown to many. Regardlessof the situation ofthe company, it requires preparatory work before one is ready to use the tools in a way that will actually providevalue to the user and thus benefitthe business.

In the same way as when building a house, it is important to start with the foundation. The workdone inthe initial phase will setthe stage for the opportunities ahead. Without a solid foundation, businesses will not be able to extract the desired value from AI and Copilot.

How to get Copilot Ready for Dynamics 365 Power Platform

Success Criteria for Success with D365 Copilot

1. Strategy: Start with an AI and/or Copilot strategy. It is important to start with a plan for how AI and Copilot will provide value to customers, employees, partners ¬– and not least the business. The company must know where theyare going with these tools and document a clear direction. In this way, it is easier for the company to be able to make decisions, but also for the employees to understand where they are going (a clear map to be able to point to). In addition, clear goals must be set that tell what results are envisioned and what it will achieve by using AI and Copilot.
2. The people : In order to succeed with the use of AI and Copilot, the business is dependent on having the people with them on the journey. It is important to give employees time to absorb the strategy, so that they understand the essence. AI can be perceived as scary. It is constantly said that these are tools that will replace human work, and that AI can be exploited in a negative direction if used incorrectly. Therefore, it is essential that the company communicates what it will achieve with the technology and what benefits it will bring to the employees. It's important for employees to know that Copilot is first and foremost an assistant designed to help each employee with their work tasks, and that it doesn't replace the need for human judgment.
3. Accountability: After the strategy is in place, it is important to develop clear guidelines and a sound approach to how the company should use AI/Copilot. Here, the employees should be involved. How will we use AI systems in our business to ensure a positive impact for our employees, customers and society? To ensure responsible use of AI, there is a need for good planning and a well-developed AI management model.
4. Data: To get the most out of AI and Copilot, you are dependent on the business being data-driven. AI and Copilot learn through data. In order for them to learn in the best possible way, they must be fed as good and complete data as possible. Without good data, AI and Copilot will not be able to assist in a satisfactory way. It is therefore absolutely necessary to spend time structuring, making available and securing good data. Here, all you have to do is get started with a real clean-up job right away!
5. Security: To get the most out of AI and Copilot, you are dependent on the business being data-driven. AI and Copilot learn through data. In order for them to learn in the best possible way, they must be fed as good and complete data as possible. Without good data, AI and Copilot will not be able to assist in a satisfactory way. It is therefore absolutely necessary to spend time structuring, making available and securing good data. Here, all you have to do is get started with a real clean-up job right away!
6. User stories: When the other points are in place, we have enough data (of good quality) and also have control of the security model, we can start to explore in which areas we have the opportunity to extract the most value. We then define the possibilities in user stories to concretize each case. In this way, the initiatives can be more easily prioritised and seen in the context of the strategy and goals that have been drawn up.
7. Time: To get the most out of AI/Copilot, the models must be given the opportunity to evolve and build on the data that exists in the business. It is important to point out that this may take some time. Not only will KI/Copilot get to know the data in the business, but the people who use AI/Copilot will also learn how they can best use the tools to help them in their everyday work. Without people using AI/Copilot, AI/Copilot will not be able to give users and the business the desired effect. AI/Copilot needs enough time to learn from the data, and the people in the business need to be given the opportunity to adopt the new tools. This is essential for success, and to get the most value out of D365 Copilot and AI.

By following the steps above, your business will have a good starting point to get started with D365 Cop ilot. By having a clearstrategy and at the same time being aware of opportunities and limitations, the business will be rigged to seize all the opportunities that come with Copilot and artificial intelligence.

Need help getting started with unlocking the full potential of Copilot in Dynamics 365?