D365 Demonstration CRM G Aspiotis
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Harnessing the power of AI to supercharge the Customer Experience. For the event: AI, Data, and CRM: Shaping Business through Unique Experiences. By George Aspiotis
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D365 Demonstration CRM G Aspiotis
- 1. George Aspiotis Sr. Partner Development Manager October 5th,2023
- 4. What can AI do for ?
- 5. “GitHub Copilot gets them , and they only need to make small changes to finish it up.” “It’s allowed us to optimize the way we work. The team is now able to .” “Our first ambition at Swift is to build a foundation model for anomaly detection that underpins the .” What can AI do for ?
- 6. % of organizations believe AI will give them a Source: MIT Sloan Management Review
- 10. DALL-E: Monet style painting of robot playing chess with human ChatGPT
- 15. Power your with the Microsoft Cloud Amplify human ingenuity with a copilot for everyone Deliver transformational experiences by building your own intelligent apps Safeguard your business and data with the most trusted AI platform
- 16. Microsoft 365 Copilot Dynamics 365 Copilot Copilot in Power Platform GitHub Copilot Learn more Learn more Learn more Learn more Microsoft Security Copilot Learn more
- 18. Era of the AI Copilot The role of technology From Tools To Data input / output Perform linear tasks Follow commands
- 19. The next generation of business applications Starting from data, bring new insights and automation to your business processes and customer experiences. Data connectors to over 500 different systems make it possible for transformation in any type of customer environment. Business users are assisted with a Copilot, that generates content, sparks creativity, automates cognitive tasks and completes work. making them more effective and more in touch with their customers. Utilizing the latest technology to keep you a step ahead Transform the way business users work by integrating collaboration and business data actions from anywhere: Teams, Outlook, Windows, Dynamics 365, or mobile. Reaching new levels of productivity Unlocking and democratizing capabilities previously out of reach Leveraging data they didn’t know they had or could access
- 20. Recap sales meetings Craft customer emails Generate content ideas Create audience segments Simply customer insights Create customer responses Enhance self-service bots Predict disruptions Create product descriptions The world’s first AI copilot in both CRM and ERP Dynamics 365 Copilot
- 21. Dynamics 365 Copilot Key differentiation: • GPT-powered Copilot for every job role • Copilot features natively built in Dynamics 365 • Secure enterprise data – your data is your data • Powered by Azure OpenAI Service • Empowering impactful responsible AI practices AI-powered assistance that helps business professionals • Generate ideas and content faster • Perform and automate task faster • Get insights and next best actions All using natural language
- 22. Sales
- 23. Move deals forward faster with AI-assisted email replies, from information requests to proposals. • +66% of sellers’ day devoted to managing email • Repetitive email responses composed from scratch • Time spent searching email, chat, documents for account-specific details • AI-generated email content modeled after proprietary email styles, messages, and tone • Integrates custom details, from pricing to promotions • Choose pre-defined response categories or custom text based on keywords and topics
- 24. Automatically generate detailed summaries and actionable steps after sales calls and meetings • Hours each day devoted to recapping customer and internal meeting notes and action items • Inaccurate meeting summaries due to content- heavy meetings and multiple participants • Automated summaries of key topics, issues, concerns; as well as related CRM information • Generate summaries for a range of meeting types in Teams, including multi-participant and one-on-one meetings • Reclaim time to focus on more impactful activities
- 25. in Microsoft Viva Sales (included in Dynamics 365 Sales)
- 27. Marketing
- 28. Have a dialogue with data to validate and discover information for more personalized marketing campaigns. • Marketers rely on data analysts and scientists to write queries in SQL, often taking weeks • Difficult to extract insights from customer data • Democratize access to insights in customer data • Use simple prompts to explore, understand and predict customer needs • Ask questions about customers, receive answers in moments
- 29. in Dynamics 365 Customer Insights 29
- 30. Elevate email marketing with AI-assisted content suggestions • Marketing emails generated from scratch, requiring extra production time and cost • Content misaligned to brand standards • Generate content ideas, reducing production time • Ideas generated from your best-of-breed campaigns to boost conversions • Content ideas that reduce production time • Saves marketers hours of time brainstorming and editing, while keeping content fresh and engaging
- 32. Service
- 33. Resolve customer issues faster, with more relevant and personalized recommendations. • Difficult to scale personalized service • Agents under pressure to resolve multiple cases quickly • Draft messages with one click, from emails to chat responses • Generate content in context with live conversation and trusted support resources • Resolve high volumes of cases thoroughly and efficiently • Improve CSAT and agent productivity
- 34. in Dynamics 365 Customer Service
- 35. Enable customers to self-service with intelligent, conversational bots trained on trusted support content. Challenges • Difficult to scale personalized service • Agents under pressure to resolve multiple cases quickly • Provide human-like conversational support • Resolve cases efficiently with trusted websites, knowledgebase articles, internal resources • Resolve high volumes of cases thoroughly and efficiently • Improve CSAT and reduce human fallback
- 36. in Microsoft Power Virtual Agents Microsoft Confidential 36
- 37. in D365 Field Service Microsoft Confidential 37
- 38. Streamlined, intuitive low-code development for everyone AI in Power Platform
- 39. Microsoft Dataverse Dataverse is an easy, scalable solution for your data across a range of Microsoft services is the data platform for Microsoft Power Platform that allows you to store and manage business data. Dataverse is also the platform on which Dynamics 365 apps are built, so if you're a Dynamics 365 customer, your data is already in Dataverse. Dataverse provides support for SharePoint, OneDrive, and OneNote integration. Microsoft Dataverse for Teams is an essential subset of Dataverse capabilities included as a powerful, built-in data platform for millions of Teams users at no additional cost Power BI Power Apps Power Virtual Agents Microsoft Dataverse AI Builder 475+ Data Connectors Management Tools Power Automate Power Pages
- 40. Power Apps express design – image to app Upload an image and map its elements to Power Apps components Manages most common controls like inputs, buttons, check box, drop downs, text inputs, etc. Provides optional data set up steps for you to extract fields from the image and create a Dataverse table right away A working app based off of the image content is generated automatically
- 41. Introducing natural language development with copilot Build new apps just by describing in natural language what you need Multi-turn, multi-step conversation through the process of creating data and customizing UX Makers can build a complete app over Dataverse by starting with natural language No friction to use
- 42. Copilot control adds a personal copilot to any app Add a copilot experience to any custom Power App Empower users to generate intelligent insights and analytics Write queries and refine analysis with the help of a next-generation AI assistant
- 43. Transform natural language to automation Now you can describe what you want to automate in a sentence, and an AI-based copilot will build your flow in seconds This new way to create flows runs on OpenAI Codex, an AI model descendant of GPT-3 that can translate natural language to code, in this case, Power Automate cloud flows
- 44. Format data by examples Now, it’s simple for users to format data by examples with AI assistance When you want to format text, dates, and numbers within your cloud flow, you can just provide examples of the desired output format and the copilot will automatically generate the expression formula to use
- 45. More than organizations have experienced Copilot in Dynamics 365 and Power Platform “We expect that Dynamics 365 Copilot generative AI will empower our teams to spend less time on content creation and .” — Madalena Albuquerque, Product Owner Lynk & Co “Opportunity summary in Microsoft Sales Copilot is a huge and important leap in our direction to . With this capability in the hands of our sellers, they can spend more time equipping organizations with best- in-class security solutions to help make our world a safer place." — Philip Eklund, VP of Client Engagement Service Securitas
- 46. Why Microsoft Business Applications End-to-end cloud SaaS solution priced by the user providing favorable commercial terms Flexible, scalable and modern platform Quick deployment - D365 & Power Platform runs on Azure natively Microsoft cloud reliability and security Highest Availability – 99.9% SLA service International recognition as ERP, CRM, Automation & Low-Code Leader Unified data and processes - D365 & Power Platform is built on Dataverse
- 47. George Aspiotis Sr. Partner Development Manager E: [email protected] T: +30 694 779 0779