Businesses always look for technological tools that can amplify the speed and efficiency of their business functions while delivering great customer experience. Artificial Intelligence (AI), Big Data, Machine Learning, Bots, & Predictive Maintenance are technologies that can easily boost productivity while enhancing the revenue of any organization. Microsoft Dynamics 365 is one such business tool that can easily add value to any business. With the mission to bring Artificial Intelligence (AI) & Machine Learning (ML) to all of its applications, Microsoft is enabling businesses to improve performance by taking a proactive approach supported by data-driven decisions.
What is Cortana?
Cortana is a virtual assistant that can be used to find files; to allow you to set up reminders, places, and people; search the web; identify songs; perform calculations and conversions; track flights and shipping details; and more. With Microsoft Dynamics 365 Customer Engagement, Cortana enables businesses to keep track of the various Dynamics 365 activities some of which are listed below.
- Get customer or lead relationship insights
- Get insights on organizational activities for your business.
- Gain from document insights, product recommendations, just in time knowledge article suggestions, and customer insights
- Learn on the go about each customer (including order history) and serve your customers better.
Cortana features such as quick overviews of performance metrics are used within Dynamics 365 to track deals or activities, and bulk importing of data. Deep integration with other tools such as PowerBI and native tools for Microsoft have infused more power, functionalities, and capabilities to an enterprise-level CRM solution. The combined use of PowerBI and Cortana enables users to search & find information within an organization with ease. As Cortana works with intelligent filters, it enables searching of data of customers that belong to your territory. Cortana enables users to sort information including the possibility of win rate for conversions in a new region or territory, overviews by partner associations, customer purchase history, etc.
- What happened?
- Why did it happen?
- What will happen?
- What should I do next?
The in-built AI in Microsoft Dynamics 365 offers valuable proactive insights to various companies, enabling them to make better decisions as well as a strategy for the future. With Business Application such as Dynamics 365, Microsoft wants to extend beyond the boundaries of customary and usual CRM and ERP programs. The in-built AI capabilities of Dynamics 365 help sales teams to get deeper insights into their prospects using sentiment analysis. With AI based predictions, salespeople can take decisions on what they should do next or which prospects to prioritize.
Dynamics 365 features other apps that use AI enabled Virtual Agents/ Chatbots for customer service. Powerful insights based on AI enable organizations to identify case trends and service desk health. Dynamics 365 also enables you to filter data by time period covering cases, products, or team insights.
If we combine the whole AI based functionality, then we can understand that how Microsoft embeds AI into Dynamics 365:
Dynamics 365 will suggest Articles based on AI to resolve similar cases. With case topics, users can easily get insights into what problems customers are regularly logging for cases.
AI-based predictive analytics enable organizations to optimize scheduling to reduce travel time while also preparing production schedules based on predictions from history.