How Artificial Intelligence (AI) within Dynamics 365 is helping businesses make smarter decisions

Friday, May 31, 2019

Artificial Intelligence (AI) is no longer a figment of our imagination, appearing only in sci-fi films and books, spelling the doomsday scenario. We’re in the age of robotics; where a robot named Sophia looks uncannily human, while another can easily write in languages it’s never seen before just by picking up patterns in handwriting. But these stories aren’t few and far between, AI dances at our fingertips and predicts what we’re going to do and how we’re going to think with ChatBots, such as Cami, for Dixons Carphone Warehouse. It might even predict what beer we’re more likely to buy, as Carlsberg’s new three-year Beer Fingerprinting Project gets underway.

When it comes to AI applications, Microsoft is empowering companies to drive new concepts, data and analytics into their services, helping them make smarter business decisions in the long-run. While AI is positioned as the crux of Azure, it’s best used across the whole Microsoft stack with services such as Office 365, Dynamics 365 and Power BI.

Dynamics 365 has become the fountain of all business intelligence, working as both a CRM and ERP toolkit. While its licensing may feel complex, the way it’s designed is to help formulate and nurture customer relationships in a way which no other CRM can. During its April 2019 update, Dynamics 365 released its Insights tool for Sales, Customer Service and Customer Engagement SKUs in public preview mode to help foster these relationships through AI.

The Power of Insights

Available as an add-on, Insights uses the power of AI to gather information from customer activity in Dynamics 365 to predict patterns, create KPIs, group together quality leads and opportunities and deliver trending topics to users. It’s a simple solution that can help improve the quality of a sales call (Dynamics 365 for Sales) or, on the other hand, deliver on-demand answers to customers as a Virtual Agent (Dynamics 365 for Customer Service). The beauty of the Insights application is that it can be easily configured without any on-hand AI experts, plus there’s no need to write any code.

If your customers are using either Dynamics 365 for Sales or Customer Service, or want to transition to one of these SKUs, Insights could be a new window of opportunity. For the Sales app, features such as Notes Analysis and Talking Points enable sales people to adequately prepare for a customer call by providing intelligent suggestions and discussion topics. For example, your customer is a Car Dealership and they want to keep detailed notes on prospective buyers around their interests, make and model of car they currently own, and so on. Dynamics 365 Sales Insights will look for patterns in the record’s notes and quickly suggest information that could close the deal on a future sale.

With Insights for Customer Service, a retail outlet may install a Virtual Agent to help on their website. Here, the customer is looking for information on deliveries outside the UK, but doesn’t want to crawl through the FAQs to find the information. The Virtual Agent can easily crawl through the website on their behalf and link them to the correct URL. Over time, these features become more intelligent with call logs from the customer service team, making businesses more agile in their approach.

To learn more about the Insights applications (public preview) and how it could make a difference to your customers’ business, visit Microsoft’s AI for Insights page, here.


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