Microsoft has recently announced the release of its latest addition to the suite. Dynamics 365, the Copilot.

El Copilot está construido sobre la plataforma en la nube de Microsoft Azure y ofrece recomendaciones personalizadas a los usuarios y automatizar tareas como programar reuniones, generar informes y enviar recordatorios

Characteristics:

Customer relationship management (CRM) and enterprise resource planning (ERP) systems have long been sources of mission-critical business and customer data. However, they often require tedious tasks such as manual data entry, the content generation and note taking.

Dynamics 365 Copilot leverages recent advances in AI to automate these tedious tasks and unlock the full creativity of the workforce:

Highlights:

Sales and Viva Sales + Copilot: helps salespeople drastically reduce the time they spend on administrative tasks. Artificial intelligence helps write email responses to customers and can even create an email summary of a Teams meeting in Outlook. The meeting summary collects details from the salesperson's CRM, such as product and pricing information, as well as information gleaned from the Teams call recording.

Advantage: opportunity for salespeople to spend more time with their customers.

Disadvantage: can generate email responses that are not personalized or relevant enough for each customer. While artificial intelligence can be useful for writing basic or standard emails, it can have difficulty capturing the tone or intent behind a specific email, which can lead to inappropriate or ineffective responses.

Customer Service + Copilot: AI helps agents write contextual responses to queries in both chat and email, as well as provide an interactive chat experience based on knowledge bases and case history, so that this AI-powered experience is always available to answer questions.

Advantage: faster response to inquiries.

Disadvantage: Although the tool can be effective in answering frequent or repetitive questions, it may have difficulty handling more urgent or unforeseen situations that require an immediate response and a customized solution.

Customer Insights and Dynamics 365 Marketing + Copilot: enables marketers to simplify their workflow in data exploration, audience segmentation and content creation.

Advantage:saves valuable time and resources.

Disadvantage: workflow automation can lead to a lack of personalization and connection with customers. If marketers rely too heavily on AI for audience segmentation and content creation, they may miss the opportunity to connect with customers on a personal level and create lasting relationships. 

Customer Insights + Copilot: marketers can create highly personalized and targeted customer segments by having a dialogue with their customer data platform using natural language. Marketers can receive suggestions for additional segments that may not have been previously considered. This new capability can handle complex calculations and match customers that fit a select profile.

Advantage: marketers can gain a deeper and more detailed understanding of their customers' needs, preferences and behaviors.

Disadvantage: However, it is important to keep in mind that the accuracy of segmentation depends on the quality and quantity of the data available, as well as the marketer's ability to interpret the results and make appropriate strategic decisions.

Business Central + Copilot: speeds up the creation of product listings for online commerce. Product attributes such as color, material and size can be used to create attractive product descriptions for online stores in seconds. Descriptions can be further customized by choosing tone of voice, formatting and length. Business Central customers using Shopify can publish products with descriptions to their Shopify store in a few clicks.

Advantage: allows you to streamline the process of creating product listings. This means that merchants can publish new products in their online stores faster and more efficiently.

Disadvantage: could be the lack of personalization in product descriptions. While AI can create engaging descriptions in a matter of seconds, these descriptions may not fully reflect the company's brand or identity, which could affect customers' perception of the brand.

Finally,  Supply Chain Center + Copilot: which Microsoft Dynamics 365 Supply Chain Management customers can access, will proactively flag external issues such as weather, financials and geography that can affect key supply chain processes. Predictive information will show affected orders in terms of materials, inventory, carrier, distribution network and more. Supply chain planners can automatically compose an email generated by Dynamics 365 Copilot to alert affected partners and mitigate potential disruptions before they occur.

Advantage: enables planners to anticipate potential risks and take steps to mitigate them before they occur.

Disadvantage: although the system can provide useful predictive information, there is still the possibility of supply chain disruptions that cannot be fully anticipated or mitigated.