ML and AI Features in MS Dynamics 365 Customer Engagement

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Microsoft Dynamics 365 CE has incorporated various machine learning and artificial Intelligence features. this article provides overview of features currently available in Dynamics 365 CE.

Customer Insights:

Microsoft has provided two products – Dynamics 365 Customer Insights – data and Dynamics 365 Customer Insights- Journeys. Customer Information can be analysed from different sources.

1)      Unified Customer 360 degree view:  Aggregate customer data from multiple sources to create comprehensive customer profile. Profile includes interaction history, preferences and more.

2)      AI-Powered Analytics: It can identify patterns, trends, and correlations within the customer data, enabling organizations to understand customer behaviour, predict future actions, and segment customers.

3)      Segmentation and targeting: Dynamics customer segments can be created based on criteria such as interests, behaviour, purchases done and demographic information.

4)      Customer Journey Orchestration: Customer Insights enables organizations to map out customer journeys across multiple touchpoints and channels, such as email, web, mobile, and social media. Organizations can design and automate personalized customer journeys based on predefined triggers, interactions, and goals, ensuring consistent and relevant experiences throughout the customer lifecycle.

5)      Customer Sentiment Analysis: Customer Insights includes built-in sentiment analysis capabilities that analyse customer interactions, feedback, and social media mentions to gauge customer sentiment and satisfaction. Organizations can monitor customer sentiment in real-time and take proactive measures to address issues or capitalize on positive feedback.

6)      Predictive Analytics: Customer Insights can forecast customer behaviour and outcomes using predictive analytics models. By analysing historical data and patterns, it can predict future customer actions such as churn, upsell opportunities, and lifetime value, helping organizations make data-driven decisions and prioritize resources effectively.


Microsoft Copilot for Sales

Copilot is an AI assistant in Dynamics 365 Sales that helps sales teams be more productive and efficient in their daily work. It provides capabilities like summary of records (for example, summary of lead, opportunity), quick access to recent changes in records, providing details from related records for meeting preparation, quickly drafting emails and News updates

 Lead predictability and Opportunity Conversion Predictability

          Based on machine learning algorithm, lead predictability can be measured. Similarly, Opportunity conversion predictability can be measured

 Generative AI Interface (similar to ChatGPT for questions):

This feature looks into data inside CRM and provide answers such as my recent assigned leads, Won opportunities, etc.)


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