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Powering the Customer Experience with AI in Microsoft Sales Copilot_

21st Aug 2023 | 5 min read

Powering the Customer Experience with AI in Microsoft Sales Copilot_

The prevalence of generative AI tools in Sales CRM systems has empowered sellers in managing opportunities across workflows. The introduction of innovative AI features in applications such as Microsoft Sales Copilot has created an avenue for businesses to optimise the overall experience for both prospects and customers. This piece will cover the latest AI-powered features in Sales Copilot and how it assists sellers in working productively.


What is Microsoft Sales Copilot?

Microsoft Dynamics 365 Sales Copilot is an AI-assisted tool that brings together data from Microsoft 365 apps and Dynamics CRM systems to increase productivity and collaboration among sales teams. It is data-driven to transform the way in which employees communicate with customers.

Formerly known as Viva Sales, Microsoft Sales Copilot allows employees to save time through the usage of generative AI tools for increased optimisation. Time wasted on certain tasks is therefore saved to enable sellers focus on engagements with customers.

Below we’ll discuss how Microsoft Sales Copilot is using Artificial Intelligence to empower businesses in advancing client relationships and service.


Boosting the customer experience with Microsoft Sales Copilot and GPT

Sales Copilot gives you access to a breadth of rich data and insights in the Microsoft Cloud through the integration of the new GPT and Azure OpenAI Service. This technology pulls together information from Outlook, Microsoft 365 graph and CRM data to assist in the tailoring of communications for customers. It also sends reminders to sellers to follow up on prospects or clients when the time is due.

With GPT and Azure OpenAI, Microsoft Sales Copilot can auto generate email responses with personalised texts and actions to suit the requirements of sellers. A personalised response might include the suggestion of a meeting at a suitable time based on the seller’s Outlook calendar, or even product details that the customer might be interested in based on an associated Opportunity record in Dynamics 365.

Sellers are then able to select an option which they can review and send to their customers. Sales Copilot also enables sellers to hover over highlighted areas of text for more understanding of the data sources behind generated replies in emails. This functionality improves upon the overall customer experience, thereby leading to enhanced value and satisfaction.


Performance optimisation with Microsoft Sales Copilot

Microsoft Sales Copilot works efficiently with Outlook and Teams to help sellers save time and drive performance growth. It reduces time spent looking up data, by assisting users in accessing customer details and corresponding sales opportunity details from Dynamics 365, without requiring the user to leave Outlook or Teams.

With its AI components, Sales Copilot is able to pull information from the relevant contact, account and opportunity records in Dynamics 365, without having to leave Outlook or Teams. This enables users to work more efficiently, without having to switch between multiple applications.


Increased opportunity to streamline sales process

Microsoft Dynamics 365 Sales Copilot focuses on streamlining sales systems and activities for efficiency and optimisation. Its AI functionalities help businesses automate the management of leads and pipelines, for increased productivity in sellers. Sellers are able to generate record summaries to stay on top of opportunities, generate quick catch up notes to see what has changed in the last 7 days, as well as ask their Sales Copilot for the latest news articles curated from Bing, to help prepare for upcoming meetings. These features support sellers in enhancing the value offered to customers.


Enhanced team collaboration for quality customer service

Modern sales teams are provided with real-time collaboration opportunities when they utilise the full features of Microsoft Dynamics 365 Sales Copilot. It integrates with Microsoft Teams to create a seamless work environment that connects team members working either remotely or in physical workspaces. Sales Copilot allows sellers to streamline the creation of Account Teams and Deal Rooms in Microsoft Teams, based on templates that ensure your channels, pinned applications and related CRM data are all in one place, with just a few clicks. This streamlining of information and files from Teams allows for effective partnerships between sellers. They are then able to collaborate better so they can deliver more efficiently to their clients.


How much does Sales Copilot cost?

Dynamics 365 Sales Copilot is already available to existing Dynamics 365 Sales Enterprise and Premium licenses users at no additional cost.

Sales Copilot can also be purchased as a standalone licence costing £32.90 per user, per month. For more information, you can visit here.


Driving the Microsoft Sales Copilot agenda

Microsoft Sales Copilot is redefining the customer experience with the power of AI. As a business leader, implementing the software is a step in the right direction, in making sure that your sales teams can gain valuable insights to enrich the services provided to customers. With its cutting-edge AI technology, Microsoft Sales Copilot will empower your sales teams to streamline and optimise their sales process, and close more deals – faster.

For more understanding on how the application can promote business development, contact our experienced Dynamics 365 Sales consultants who will be able to support you with your understanding of how Sales Copilot could fit within your organisation.

Join us for our upcoming webinar titled, ‘Are you ready for AI?’ on Thursday, September 14th, 2023. Time: 10:15am – 11:15am 


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