Microsoft Dynamics 365 Customer Engagement (CE) enables businesses to manage critical customer interactions and experiences. Copilots in Dynamics 365 provide AI assistance to boost the productivity and efficiency of sales, support, marketing and other teams involved with business operations.
Copilots in Dynamics 365 introduces modern AI features, including sophisticated natural language processing to improve business efficiency and it comprises of specialized components tailored to distinct business needs: Copilot in Dynamics 365 Sales maximizes sales efficiency, Copilot in Dynamics 365 Service empowers customer support teams, Copilot in Dynamics 365 Customer Insights unlocks deep customer analytics and Copilot in Dynamics 365 Field Service boosts onsite services. Integrating a low-code power platform with Copilots in Dynamics 365 revolutionizes business operations, saving time, optimizing workflow and delivering better business outcomes.
Streamlined field services with Copilot in Dynamics 365 Field Service
Field service operations will see significant improvements through automation:
Use case: A large utility company is responsible for maintaining electricity distribution across a metropolitan area. The field service team needs to manage routine maintenance, emergency repairs, and customer service requests efficiently while ensuring minimal downtime and high customer satisfaction.
Outcome: Field Service can help field technicians start their day efficiently by providing an AI-generated summary briefing from Copilot, which includes their scheduled tasks, priority repair jobs and updates on ongoing maintenance projects. The dispatcher can use Copilot’s AI-driven scheduling assistant to optimize technician routes based on real-time traffic data, equipment availability, technician skills, and current job priorities. Emergency repair requests can be automatically prioritized and assigned to the nearest available qualified technician. With IoT sensors installed across the grid, Dynamics 365 CRM can receive real-time data, which Copilot’s AI analyzes to predict potential equipment failures before they occur. Proactive maintenance work orders can be generated and assigned accordingly. Additionally, Copilot can automate communication with affected customers through SMS or email notifications.
Sales efficiency improvement with Copilot in Dynamics 365 Sales
For teams using Dynamics 365 Sales, the Sales Copilot enhances efficiency by automating routine tasks and providing deep customer insights.
Use case: Sales representatives require a summary of tasks, leads and related opportunities. Traditionally, users navigate across multiple dashboards and pages to gather this information. This makes tracking changes and preparing for meetings more time-consuming and effort intensive.
Outcome: With Sales Copilot, sales agents can quickly access concise summaries of opportunity and lead records, enabling them to understand the status of ongoing deals. Sales Copilot keeps sales reps informed by summarizing recent updates to lead, opportunity, and account records based on audit history. It also helps sales reps prepare for meetings by highlighting key information from related records.
Enhanced customer support with Copilot in Dynamics 365 Service
Service teams can benefit immensely from the Service Copilot’s AI-driven insights:
Use case: A healthcare insurance company is looking to further enhance its customer service operations within Dynamics 365 CE. The company processes a high volume of customer interactions, including complex policy queries, claims disputes, and wellness program enrollments. The goal is to provide more efficient and accurate responses while empowering customer service agents to handle complex issues with confidence.
Outcome: Service Copilot can assist this client’s agents during live customer interactions by suggesting appropriate responses, identifying relevant policy details, and providing recommendations for the next best action. It can also automatically draft email responses or chat messages based on customer queries, which agents can review and send, significantly reducing response times.
Deep customer insights with Copilot in Dynamics 365 Customer Insights
The Copilot in Dynamics 365 Customer Insights equips users with advanced tools for better decision-making:
Use case: An investment company wants to leverage Dynamics 365 CRM to enhance its relationship management and decision-making processes. The company manages a wide range of investment portfolios, and its advisors need timely, data-driven insights to optimize client interactions, identify new investment opportunities, and manage risks effectively.
Outcome: Customer Insights Copilot helps generate a comprehensive view of each client’s financial profile, preferences, and behavior, enabling more tailored interactions and recommendations. Advisors can engage clients with more relevant and personalized interactions, leading to increased client satisfaction and a deeper sense of trust.
Complimentary workshops and assessments
Protiviti offers a range of opportunities to identify the best solutions for each organization’s needs.
- Discover AI benefits in CRM workshop
- A free two-hour session introduces how AI can transform current CRM systems aligning with specific business goals for enhanced automation.
- Deep dive into AI readiness assessment
- This comprehensive assessment evaluates current setups highlighting areas ready for AI enablement and providing detailed roadmaps ensuring strategic growth.
- Pilot workflow implementation
- Tailored pilot implementations demonstrate real-world applications of AI within existing workflows, equipping key users and aligning automation capabilities seamlessly with organizational objectives.
By focusing on how Protiviti’s tailored solutions address unique organizational needs through these sophisticated tools like Microsoft Copilot, we ensure each client is equipped not just for today’s challenges but also positioned strategically toward an efficient, innovative future.
To learn more about our Microsoft solutions, contact us.
