Introducing Microsoft Dynamics 365 Copilot , bringing next-generation AI to every line of business

Introducing the world’s first AI copilot in both CRM and ERP

Today we announced Microsoft Dynamics 365 Copilot, providing interactive, AI-powered assistance across business functions—from sales, service, and marketing to supply chain. With Dynamics 365 Copilot, we’re introducing the world’s first AI copilot natively built-in to both CRM and ERP applications.

Copilot brings the power of next-generation AI capabilities and natural language processing to Dynamics 365, working alongside business professionals to help them create ideas and content faster, complete time-consuming tasks, and get insights and next best actions—just by describing what’s needed.

Copilot features are in preview across Dynamics 365 applications and Microsoft Viva Sales. View demos of the capabilities, as well as learn how to access the previews, below.

Copilot in Microsoft Dynamics 365 Sales and Viva Sales

Many sales teams struggle to scale seller experiences. AI can help any sales organization to be more productive and effective, enabling them to automate the sales process and know customers more deeply.

Microsoft Viva Sales, which is included in Dynamics 365 Sales and available for purchase separately for other CRM systems, including Salesforce, revolutionizes the way sellers work by integrating with Microsoft Outlook and Teams to augment a seller’s actions and decisions with AI-powered insights and actions. New Copilot features help sellers save time, boost productivity, lighten workloads, and stay focused on what matters most: connecting with customers and closing deals.

Communicate with customers more effectively with AI-generated emails

Last month, we announced that Viva Sales now generates content suggestions based on customer emails, such as a reply to an inquiry or a request for a proposal—complete with data specifically relevant to the recipient, such as pricing, promotions, and deadlines. The seller simply selects the option to suit their needs and a reply is generated for the seller to review, edit to their liking, and send. The reply is enriched with the combined data from Microsoft Graph—which provides access to people-centric data and insights in the Microsoft Cloud and the CRM system (Microsoft Dynamics 365 or Salesforce®).

Today we are announcing an update—email replies will now move into general availability and on March 15, we will add enhancements to create customizable emails. For example, a seller can generate an email that proposes a meeting time with a customer, complete with a proposed meeting date and time based on availability on the seller’s Outlook calendar.

In addition, a new feedback mechanism allows sellers to rate the AI-generated content with a thumbs up or thumbs down, which helps refine and improve future replies. Sellers can also refine generated results by providing a new prompt that creates an updated response that builds on the previously suggested draft and new context.

By auto-suggesting customizable content, sellers can spend less time composing emails and searching for sales data from colleagues and databases. 

Follow up with customers promptly with AI-generated meeting summaries

Sellers often spend hours each day on calls with prospects and customers—and nearly as much time recapping action items for follow-through. To help with that, conversation intelligence provides automated summaries of key topics, issues, and concerns discussed during the meeting.

Now available for public preview in Viva Sales, the new Copilot feature uses natural language capabilities powered by Azure OpenAI Service to intelligently draft a recap of a call with action items and follow-up dates, based on CRM and meeting data. Summaries can be generated for a range of meeting types in Teams, including multi-participant and internal calls, helping sellers stay organized and on top of critical, content-heavy sales meetings.