As such, it’s no surprise that the company is also delivering artificial intelligence (AI) to its highly lucrative Dynamics 365 CRM products. In fact, about one year ago, Microsoft launched its first Dynamics 365 AI solutions.
Currently, the company is in the process of growing its portfolio, particularly with the introduction of three new products including Market Insights, Customer Service and Dynamics 365 AI for sales.
“Many people, when they talk about CRM, or ERP of old, they referred to them as systems of oppression, they captured data. But they didn’t provide any value back to the end-user — and what that end-user really needs is a system of empowerment, not oppression,” said Microsoft corporate VP for business applications and industry Alysa Taylor.
Although it is irrefutable that only a few individuals are enthusiastic about customer relationship management CRM systems (apart from maybe several attendees from Dreamforce), ‘system of oppression’ is still far from the preferred choice of words.
Nevertheless, Taylor is correct to say that previous systems regularly kept data siloed. Predictably, Microsoft said that Dynamics 365 does not offer that, which allows it to utilize all of the data in creating machine-learning-driven experiences for particular tasks.
Obviously, Dynamics 365 AI for Sales is intended to assist sales teams in acquiring deeper insights, primarily into their prospect through sentiment analysis. This function is among the most common applications of machine learning nowadays.
Nonetheless, AI for Sales also aids such salespeople in comprehending what actions they ought to take next as well as the prospects they need to prioritize. What’s more, the product assists managers in coaching their individual sellers, mainly on the actions they ought to take.
In the same way, the Customer Service application mainly concentrates on utilizing natural language understanding to use virtual agents in lowering costs as well as predicting and understanding customer service issues.
Taylor took advantage of the announcement, particularly to throw shade at Salesforce, which is one of the leading competitors of Microsoft. “Many, many vendors offer this, but they offer it in a way that is very cumbersome for organizations to adopt. Again, it requires a large services engagement, Salesforce partners with IBM Watson to be able to deliver on this. We are now out of the box,” she said.
Lastly, Dynamics 365 AI for Market Insights functions as its name implies. In fact, it gives teams social sentiment-based data, which is somehow deeper.
“This allows organizations to harness the vast amounts of social sentiment, be able to analyze it, and then take action on how to use these insights to increase brand loyalty, as well as understand what newsworthy events will help provide different brand affinities across an organization,” said Taylor.
Hence, the next time you see an organization trying to generate some news, it may have done so based on the recommendations drawn from Dynamics 365 AI for Market Insights.