We are thrilled to announce the General Availability (GA) of the new User Experience (UX) in our Field Service Mobile (FSM) application! We heard your feedback during the preview period and are excited to mark this milestone with key enhancements and changes! 

When we started this journey, our goal was to deliver an intuitive, modern user experience for frontline workers to streamline workflows and increase user satisfaction. We reduced the number of clicks taken by technicians to accomplish tasks in the app and enabled access to rich step by step instructions for troubleshooting. At Ignite, we announced the addition of Copilot capabilities to help technicians prepare for and document work easily, through Copilot Work Order Summarize and Update. Now, with GA, we have added several admin controls to allow for progressive enablement, new enhancements to the agenda and lists, and several performance and reliability improvements. Read on to learn the details!

GA Highlights of the New UX 

1. Updated Agenda view with easy Copilot access 

Customers loved the new Agenda experience in preview, which offers intuitive access for service technicians to view and update their bookings, featuring several handy shortcuts. In the GA version, we have introduced several enhancements. These include infinite bidirectional scrolling for quick access to past or future bookings, and visual updates to make it easier to distinguish between different statuses and bookings. Technicians need key information at their fingertips while on the job. Now, makers can customize and display additional information on the agenda based on specific scenarios. Lastly, Copilot (Preview) is now accessible on every booking. All it takes is a simple swipe gesture, allowing technicians to easily summarize or update a work order. 

2. Modern configurable lists on mobile 

Users spend a lot of time reviewing data in lists (or grids). We’re excited to announce all top-level lists in the mobile app are now part of the new UX – with the ability to configure and display 10 columns per row! With additional at-a-glance information available right in the list, users can avoid navigating into the form, improving clicks to complete the job and perceived performance. The new lists control also supports searching, sorting and landscape and portrait modes (which our tablet users love)! 

3. Admin controls for progressive enablement 

A key preview ask from makers was enabling gradual deployment of the new UX for their workforce for effective change management. We heard and delivered! The new UX for technicians works in the existing FSM app (no new app installs, or migration needed). Via the new FSM settings page, makers can quickly deploy this to a pilot group of users using security roles. And makers can turn on or off specific features such Copilot based on their organizational requirements. 

4. Additional user settings 

Besides look , feel, and navigation enhancements, users can also update their time zone and language settings within the app. They can also select their preferred maps app to use for navigation. 

5. Fundamentals 

Most importantly, with this release we’ve greatly enhanced performance and reliability of all new features. Whether scrolling in various lists to handling issues with actionable error messages, we’ve ensured users have a robust and delightful experience.

Closing thoughts 

As with any technical milestone, we must also callout things that lie ahead of us. We’re looking forward to releasing the view selector inside the list control for users with multiple views. The Guides and Copilot features accessible from the new UX continue to be in preview (and can be turned off if desired).

As part of this GA, we are discontinuing the streamlined booking experience introduced during preview. Form-based experiences will continue to leverage the classic UCI experience in the app, which supports layout and business logic customization. And at present, users enabled for the offline mode will be taken directly to the classic UCI experience as well. 

The launch of the new UX in Field Service Mobile marks a significant milestone in our mission to deliver the best tools and technology for frontline workers. We are confident that these innovative features and user-centric design will greatly enhance your daily operations, making your work more efficient and enjoyable. 

Enable these features today and share your thoughts with us! We eagerly await your feedback and stay tuned for more updates! 

The post Announcing the General Availability of the New UX in Field Service Mobile  appeared first on Microsoft Dynamics 365 Blog.

All in on AI is a series featuring interviews from Microsoft executives across the company about what transforming work with AI means to their teams. Through these conversations, we’ll highlight the challenges each industry faces and the lessons we learned that our customers can use in their own AI journeys. In this episode, Colette Stallbaumer, General Manager, Microsoft 365 and Future of Work sits down with Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft to explore the integration of AI in customer service.

According to the 2024 Work Trend Index, a study exploring into the global trends affecting employee work and wellness, employees are struggling to keep up with the pace and volume of work. Many employees report feeling burned out and as a result, staff turnover is on the rise.

These trends have profound implications, underscoring a crucial shift: employees are now prioritizing their health and well-being over work. This is a pressing concern for all business leaders, particularly in customer service. 

At Microsoft, we recognize the vital role our customer service agents play in delivering world-class care. As the front line between our business and our customers, the quality of our customer care directly impacts customer satisfaction. 

Recently, Colette Stallbaumer, General Manager, Microsoft 365 and Future of Work joined Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft to discuss how our customer service teams are using AI solutions like Microsoft Copilot to ensure our customer service employees are empowered to focus on the most meaningful parts of their jobs. Here’s what she had to say: 

Adapting to the customer service surge with the power of AI 

Since 2019, Microsoft’s customer service teams, like many in the industry, have been managing a rising surge in calls from customers with complex needs. 

As a service industry veteran and leader of our customer service organization, Mala and her team realized that just adding more call-handling capacity wouldn’t suffice. Their goal was to help teams at scale—to empower them to manage more inquiries, address more complex customer needs, and to more rapidly onboard new employees to help with the surge. They also saw an opportunity to reduce case volumes by introducing self-service options for customers. 

The team began exploring the use of generative AI to enable a more consistent and seamless experience. Already one of the world’s largest support organizations using Dynamics 365 Customer Service, harnessing new AI capabilities could help the organization to automate and augment common support scenarios. As customer zero for our products, turning to Microsoft Copilot and Dynamics 365 Customer Service would enable us to quickly adopt the transformative power of generative AI, and share those learnings with business leaders to implement and improve their own customer support experience at scale.

Transforming the employee experience with generative AI 

As Mala explains in the interview, adopting Copilot in Dynamics 365 Customer Service and Copilot Studio created an opportunity to transform work across four key areas of Microsoft’s customer service landscape. 

First, the Customer Service and Success team needed to speed up how quickly new hires could start helping existing customer service agents. Second, they wanted all support teams to access accurate information quickly and spend less time working across tools and data sources to collect customer and incident details. Third, they aimed to cut down on mundane tasks like data entry and paperwork so that customer service agents could focus more on complex issues that require empathy and judgment. Lastly, they aimed to improve self-help options for customers to handle their own questions, reducing the need for support requests. 

AI has the potential to drive operational excellence, nurture customer loyalty, and grow value through the entire customer journey—making it one of the most valuable tools for enterprises to create a consistent, differentiated experience, build meaningful relationships, and deliver better customer care.

Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft

1. Supporting new hires with better onboarding

The Microsoft Customer Service team introduced Copilot’s case summarization feature to break down complex information into simple summaries, helping new hires understand customer issues more quickly. By surfacing relevant information from diverse sources such as internal documentation, knowledge bases, and websites, Copilot accelerates the learning curve, enabling agents to resolve customer queries faster and deliver superior service. 

What’s more, Copilot supports new hires with ongoing learning and skill development by providing real-time assistance and insights. By using AI capabilities integrated into platforms like Dynamics 365 Customer Service, agents can more easily access tools and diagnostics and recommend optimal solutions. This empowers agents to deliver highly personalized customer experiences across all customer support needs, at a global scale.

2. Helping employees find the right information faster

With Copilot, agents can now find important information quickly, even if it was spread across different systems. Dynamics 365 Knowledge Assist helps agents zero in on the relevant information and articles faster than traditional search. It not only can suggest relevant information but provides context about the specific relevance of content and cites the source.

Having a more comprehensive and streamlined method to seek information not only helps agents solve issues more quickly—it gives them a more complete understanding of information relevant to the issue they’re trying to solve. Agents can now use this context, with Copilot, to craft a more thorough and accurate response to customers.

3. Automating burdensome tasks

Before Copilot, creating detailed case summaries could take up to 30 to 40 minutes. Now, with Copilot, it’s done in 15 minutes or less. This not only speeds up how quickly customer service agents can handle customer requests but also lets them manage more cases without sacrificing quality. 

Automating summaries and common email and communication tasks allows agents to spend much less time on repetitive tasks, giving them more time to focus on the more meaningful and often more rewarding aspects of their job.  

4. Transforming support with self-service

Prioritizing self-service by integrating Copilot Studio into our customer-facing experiences is starting to make a big difference in how Microsoft handles customer service. Now, customers can use the power of generative AI in Copilot Studio to access self-help resources.

This change has reduced the amount of work customer service teams have to do and lets agents concentrate on more complex issues where customers require assistance. As a result, they’re getting things done more efficiently, working together better, and feeling more satisfied with their jobs. 

Harnessing the business impact of Copilot  

As Mala explains in her interview, generative AI and Copilot have played a pivotal role in transforming our customer service organization at Microsoft, enabling teams to achieve more with fewer resources. Here’s what we’ve seen so far:

1. Improved collaboration: Collaboration required among customer support agents decreased by 13%, making case resolution smoother and operations more efficient.

2. Enhancing efficiency: With Copilot, average chat case handling time reduced by up to 16%, giving agents better access to knowledge and improving overall efficiency.

3. Increasing productivity: Agents using Copilot became more productive, handling up to 12% more cases, which allowed them to serve more customers effectively. 

And that’s just the start. Mala sees a future for Copilot that will revolutionize the customer services industry, making it more efficient, responsive, and customer-centric.  

These include things like automatically connecting customers with appropriate experts, helping customers solve complex problems on their own, predicting issues before they happen, and personalizing interactions based on customer information and preferences. 

Join Microsoft on our AI journey  

By automating routine tasks and helping teams find information faster, Copilot helps our employees focus on what really matters to them, allowing them to dive deeper into the parts of their jobs they love.  

The speed at which AI is transforming business today is unprecedented, reimagining the way we work. We envision a future where AI alongside human expertise reduces and eliminates the seams in the support experience. 

Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft

Today, the power of AI is revolutionizing how companies innovate and create large-scale impact in all areas. Leveraging generative AI throughout the customer journey enables businesses to foster enduring customer loyalty by improving the overall experience, adding value at each interaction. 

This interview is part of our All in on AI series that explores how Microsoft is adopting AI across different areas of our business. Next, Kathleen Hogan, Microsoft Chief People Officer, sits down with Jared Spataro to share how AI is helping human resource teams do more with less and to share the transformative best practices she used to drive some of the highest, fastest AI adoption rates Microsoft has ever seen. 

The post All in on AI: Exploring Microsoft’s AI journey through customer service appeared first on Microsoft Dynamics 365 Blog.

In today’s digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It’s essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty. To support this, we are excited to introduce the first-party WhatsApp channel seamlessly integrated with Azure Communication Services, now available in public preview for Dynamics Contact Center. 

Why WhatsApp?

WhatsApp is a leading choice for contact centers worldwide, celebrated for its ease of use and extensive global reach. With billions of users, WhatsApp provides businesses with an unparalleled opportunity to connect with customers in a medium they trust and prefer. Now, with our first-party solution, integrating WhatsApp into your contact center has never been easier. 

Seamless integration with Microsoft’s ecosystem 

One of the key advantages of this new integration is its direct tie-in with Microsoft’s ecosystem. By leveraging Azure Communication Services, our solution eliminates the need for third-party connectors. This results in a simplified IT footprint, enhanced reliability, and more secure communication for your business. No more juggling multiple vendors or worrying about potential integration issues. Our solution is designed to work seamlessly within your existing Microsoft infrastructure. 

Key capabilities 

With the first-party WhatsApp channel, your contact center can benefit from a range of powerful features: 

• Easy Configuration: Administrators can easily configure the WhatsApp channel powered by Azure Communication Services, making setup straightforward. 

• Customer Engagement: Customers can reach out to your business through WhatsApp, engaging in an asynchronous manner that respects their time and preferences. Whether it’s a quick question or a detailed inquiry, your customers can connect with you when it’s convenient for them. 

• Unified Interface for Agents: Agents will have access to a unified, contextual, and productive interface. Subsequently, they can engage with customers and resolve issues more efficiently. This streamlined workflow reduces the time to resolution and enhances overall customer satisfaction. 

• Rich Reporting for Supervisors: Supervisors and managers can access detailed reports to monitor and optimize contact center performance. This data-driven approach ensures that your team is operating at peak efficiency, with insights that drive continuous improvement. 

Enhancing customer engagement

The integration of WhatsApp with Azure Communication Services is more than just a new channel—it’s a step toward more meaningful and contextual customer interactions. By leveraging WhatsApp, businesses can provide a seamless and personalized experience that resonates with customers, ultimately driving satisfaction and loyalty.

Get started today

To sign up to use this feature, fill out this form. We invite you to explore the new first-party WhatsApp integration in Dynamics 365 Contact Center. Whether you’re addressing product inquiries or managing customer service scenarios, this integration empowers your agents to deliver exceptional customer care. 

Join us in this exciting journey of enhancing customer communication. With this new channel, experience the benefits of a simplified, reliable, and powerful customer service tool. 

Stay tuned for more updates as we continue to expand the capabilities of Dynamics 365 Contact Center. Also, don’t hesitate to provide feedback during this public preview period. We’re here to support your success. 

Learn more

Watch a quick video introduction.

To learn more, read the documentation: Configure a WhatsApp channel through Azure Communication Services (preview) | Microsoft Learn

The post Try the first-party WhatsApp channel in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.

Discover how Copilot for Dynamics 365 Commerce can help you deliver personalized customer experiences, optimize product management, and streamline retail operations for store associates, managers, and back-office staff with AI.

Transformative AI in Dynamics 365 Commerce

The retail industry is facing significant challenges and opportunities in today’s digital world. AI can help you create value for your customers and stand out from your competitors. It can help you solve critical challenges such as improving customer service, refining product management, increasing store associate productivity, and simplifying finances.

Dynamics 365 Commerce now includes Copilot, which helps you improve customer satisfaction, boost sales, increase profit margins, and enhance workforce productivity with automated insights, validations, and summaries that reduce the clicks and searches needed to find information, creating a near “one-click” retail experience.

Watch this brief video to see Copilot in action.

Customer insights

Copilot simplifies the process of understanding your customers. It aggregates data on customer preferences from Dynamics 365 Commerce, giving you an in-depth and comprehensive view of your customers, such as their favorite product categories, preferred price ranges, and lifetime value based on recency, frequency, and monetary metrics. You can view their previous interactions with a quick glance, making it easier to resume conversations or give customized follow-ups for better customer relationships and more personalized and effective engagement. Learn more about Copilot customer insights.

Product insights

Whether you’re introducing new products or welcoming new store employees, keeping everyone informed and prepared is essential. Copilot provides comprehensive product insights, including clear and concise descriptions, key benefits, inventory levels, and discount details, empowering your staff to elevate product sales. Additionally, employees can access information on related items like accessories and bundles, promoting a cross-selling environment that enhances the shopping experience and boosts sales. By equipping store employees with the knowledge and confidence to engage customers effectively, Copilot turns interactions into opportunities, increasing customer satisfaction, sales, and the all-important average order value.

Report insights

Envision a scenario where synthesizing insights to assess the performance of your retail channels becomes seamless. With Copilot, it’s easy. Copilot provides instant insights, generating narrative summaries for channel reports. You’ll receive a precise and succinct overview of critical metrics such as sales, revenue, profit, margin, and overall store performance—right at your fingertips. Copilot’s real-time analysis keeps you ahead, updating summaries as new data arrives, empowering your store associates to communicate results effectively, accurately, instantly. Embrace the future of retail intelligence with Copilot and revolutionize the way you interact with your data. Learn more about Copilot report insights in Dynamics 365 Commerce.

Retail statement insights

Copilot can summarize posted and unposted retail statements, highlighting key insights such as the number of affected transactions, total sales amount, and risks like returns without receipts, expense transactions, and price overrides. These insights into retail statements allow for straightforward and efficient management of financial reports and help you detect and correct discrepancies and risks in your retail statements by providing a clear summary of anomalies in transactional activity. By using Copilot-powered insights, you can identify issues without wading through numerous forms, promptly take corrective measures, and reduce the need for support inquiries to solve problems. Learn more about Copilot retail statement insights in Dynamics 365 Commerce.

Merchandise more efficiently

Merchandising is a complex and time-consuming process that involves configuring products, categories, catalogs, and attributes for each channel. Merchandisers need to ensure that their products are displayed correctly and accurately on the online store, and that they comply with each channel’s business rules and policies. However, manual configuration is prone to human error, and it doesn’t scale for businesses that have millions of products, thousands of attributes, and hundreds of categories and catalogs across hundreds of stores.

Copilot enhances merchandiser efficiency by streamlining merchandising workflows, summarizing product settings, and automating data validation by checking for errors and inconsistencies in your product merchandising data. From the Copilot summaries, you can navigate to a list of issues and act without losing context to address problems promptly and efficiently. Your products are always correctly configured and displayed, enhancing customer satisfaction and boosting sales. Learn more about Copilot merchandising insights in Dynamics 365 Commerce.

Ensuring the ethical use of AI technology 

Microsoft is committed to the ethical deployment of AI technologies. Through our Responsible AI practices, we ensure that all AI-powered features in Dynamics 365 adhere to stringent data privacy laws and ethical AI usage standards, promoting transparency, fairness, and accountability. 

Conclusion

Copilot features for Dynamics 365 Commerce are revolutionizing the retail experience by bringing AI to store associates, store managers, channel managers in the back office, and merchandisers. They’re simplifying complex data analysis, personalizing customer service, optimizing product management, and driving business growth by improving customer loyalty, increasing sales, and enhancing profitability.

If you’re ready to take your retail business to the next level, contact us today to learn more about how Copilot can help you transform your retail business.

Copilot functionalities in Store Commerce are available starting with the following versions:

• 10.0.39, from Proactive Quality Update 4 (PQU-4) onwards (CSU: 9.49.24184.3, Store Commerce App 9.49.24193.1)
• 10.0.40, from Proactive Quality Update 1 (PQU-1) onwards (CSU: 9.50.24184.2, Store Commerce App 9.50.24189.1)

Copilot functionalities in back office (Headquarters) are available starting with the following versions:

•   10.0.38 from Proactive Quality Update 5 (PQU-5) or subsequent updates
•   10.0.39 from Proactive Quality Update 3 (PQU-3) or later versions
•   All editions of Commerce version 10.0.40 onward

Next steps

Learn more about Dynamics 365 Commerce.

Engage with other Dynamics 365 users in our community forums to learn from their experiences and share your own.

Not yet a Dynamics 365 Commerce customer? Take a tour and get a free trial.

The post Copilot for Dynamics 365 Commerce revolutionizes retail with AI appeared first on Microsoft Dynamics 365 Blog.

In a previous blog, we discussed how modern, AI-enabled customer relationship management (CRM) platforms and enterprise resource planning (ERP) systems help drive new, more effective ways of working for employees and more satisfying outcomes for the customers they serve in three key ways: by streamlining operations, by empowering more informed and insightful decisions, and by elevating customer and employee experiences.  

In this blog post, we’re going to focus on the third item: elevating customer and employee experiences by showing how AI-enabled CRM solutions help increase productivity and provide unprecedented levels of personalized service across three key business functions: marketing, sales, and customer service. We’ll also provide insights and best practices for how to help employees get the most from AI, including how they can be empowered to create personalized experiences for their customers.  

Microsoft Dynamics 365 Sales

Grow your revenue with next-generation AI.

Learn more

Revolutionizing marketing: How AI-enabled CRM software drives personalized experiences and enhance customer engagement 

Marketing is one area where generative AI is already in active use. According to a Forrester survey of CMOs, more than half (56%) of B2C marketing or advertising decision makers have been using generative AI in three key ways:  

• To help employees minimize tedious tasks, allowing for more time to focus on strategically important work. 
• To summarize insights and enable swift action without the need to dig through data manually. 
• To boost the scale of creative output by generating starter ideas along with visuals and copy.¹

AI is particularly capable of delivering personalized experiences in marketing, where AI-enabled CRM platforms can marry customer data to messaging to create memorable moments and impact sales. One example of a company using AI-enabled CRM solutions to generate marketing content is North Carolina-based sports club NC Fusion, which used Microsoft Copilot in Dynamics 365 Customer Insights to help its marketers create personalized messaging tailored to its audience segments, increasing the reach of the brand. Using AI-enabled content ideas, descriptions, and summaries has provided significant time savings, and personalizing campaigns has been more effective with Copilot.²  

“For families, we are able to tailor the message they receive. This means a family will only receive messages that apply to their situation, and not a multitude of emails that have no application to their family situation. With AI-assisted content production, our customer engagement has increased from 10% to 30%.”  

Chris Barnhart, Head of IT and Data Systems at NC Fusion

Empowering sales teams: How AI-driven personalization can transform customer interactions and boost revenue 

Another area where personalization can impact an organization’s bottom line is sales, where making authentic connections with customers at the right time is paramount. Few organizations know this better than superyacht brokerage Northrop & Johnson, which has used AI to deliver highly personal sales experiences tailored to the wants and needs of its high-value clients. 

“In this market, we have high-wealth customers who are considering very high-value purchases, and we can’t afford any interactions that leave them feeling anything less than special.”

Keith Perfect, Director of Technoloy & Intelligence at Northrop & Johnson 

Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Insights, and Copilot provide Northrop & Johnson sales teams with comprehensive and timely data for each client, which helps them deliver personalized conversations at precisely the right time to engage. 

“Clients at this level want to know they are taken care of. And when you must make an impact in minutes, which is all you have with these busy clients, you need to be very attuned to them. Otherwise, it could cost you the sale. So, having a solution at your fingertips that connects the entire journey is huge for our sales team.” 

Daniel Ziriakus, President & Chief Operating Officer at Northrop & Johnson

Sales teams using AI-enabled CRM software also realize significant time savings as salespeople assign more tedious tasks to their AI assistants. In fact, according to new Microsoft research, 79% of Microsoft Copilot for Sales users say it reduces the amount of administrative work they have to do, 67% say it helps them spend more time with customers, and 64% say it allows them to better personalize customer engagements.³  

Transforming customer support: How AI-driven assistants enhance productivity, satisfaction, and retention 

Customer service is still another area where AI-enabled CRM platforms can make an immediate impact. According to a November 2023 study from the National Bureau of Economic Research (NBER), customer service agents using a generative AI-based conversational assistant were able to increase productivity—specifically measured by the number of issues resolved per hour—by an average of 14%. The effect was even more pronounced with novice and low-skill workers, who experienced productivity increases of 34%. Researchers also found that AI assistance improves customer sentiment and increases employee retention.⁴ 

One company using an AI-enabled CRM solution in customer service is Microsoft. We operate one of the largest customer support teams in the world and process more than 145 million contacts per year. We use Microsoft Dynamics 365 Customer Service to help utilize the full expertise of the engineers on staff and provide better resolution of customer issues across the board.⁵  

“The challenge for every support engineer is to connect with the human being on the other end of the call who has a problem that needs solving. You want to connect with them, but you also need to be able to pull in a great deal of technical information. Copilot provides us the support to offer the customer understanding while also sorting out their technical problems.” 

Ric Todd, Director of Support Strategy at Microsoft

Download The AI Advantage: Driving sales performance with next-generation tools.

Bringing AI to your organization  

For leaders looking to roll out AI solutions in their organizations, we have some encouraging news: people new to AI begin recognizing its value quickly. Recent Microsoft research shows it takes a time savings of just 11 minutes per day for most people to see its usefulness (a key factor in getting new work habits to stick). ⁶  

Encouragingly, most respondents report having saved more than 11 minutes. The most efficient among them are saving up to 30 minutes per day—the equivalent of 10 hours per month—and the average person is saving 14 minutes per day for a time savings of almost five hours per month. 

What’s more, the breakthrough moment by which respondents report seeing improvements in productivity (75%), work enjoyment (57%), work-life balance (34%), and the ability to attend fewer meetings (37%) happens within one business quarter—11 weeks.⁷  

While personal productivity gains from Copilot are real and significant, building an AI-powered organization requires committing to working in a new way. Some best practices to consider include:  

• Encourage daily use. Realizing productivity gains from AI will take intentional everyday practice. Those who start building the habit early will pull ahead. And don’t forget—11 weeks is all it takes for people to recognize the effect.  

• Help people manage their new assistants. Employees taught to treat their generative AI tools as assistants, not search engines, will get the most value. Teach team members to manage their new assistant and to recognize when to delegate a task to AI and when to apply their human intelligence, judgment, and skill. 

• Find good use of reclaimed time. Help your team take advantage of time savings to focus on the higher-order and creative tasks only people can do. Salespeople can devote more time to building relationships with customers and closing deals. Marketers can carve out time to dream up new solutions. Customer service teams can focus on solving problems, and managers across the organization can spend more time coaching and caring for their teams. 

Taking the next step forward 

Take the next step in your AI adoption journey by learning more about Copilot and other AI-powered capabilities in Microsoft Dynamics 365. Discover how to keep your organization on the cutting-edge by realizing that a new paradigm of customer engagement through AI-enabled personalization empowers both customers and employees.  

Join us at a Microsoft Dynamics 365 Virtual Training Day to gain the skills needed to help your organization sell, service, and deliver on the customer expectations of tomorrow. Register for free, in-depth training events, where you’ll uncover new efficiencies of scale, discover smarter connections, and utilize built-in intelligence for deeper insights into your business. Register now! 

Sources

1.  Leap Now, Not Later, into a Responsible Generative AI Strategy for Marketing (July 5th, 2023) 
2. Microsoft Customer Story-NC Fusion expands youth marketing outreach, taught kids leadership and life skills with Dynamics 365 Customer Insights
3. What Can Copilot’s Earliest Users Teach Us About Generative AI at Work? (microsoft.com) 
4. Working Paper 31161; Generative AI at Work; NBER 
5. Microsoft Customer Story-Microsoft empowers support engineers to shine brighter with Dynamics 365 Customer Service 
6. AI Data Drop: The 11-by-11 Tipping Point 
7. AI Data Drop: The 11-by-11 Tipping Point 

The post Elevating experiences with AI, from productivity to personalization  appeared first on Microsoft Dynamics 365 Blog.