Improve your Dynamics 365 usage with AI
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Customer Insights, Customer Service Insights, Supply Chain Insights, ... Microsoft is adding lots of new features in Dynamics 365 using AI in many ways. Let's take some time to review the most significant ones and explore what is already or will be available soon that will improve the way you are working personally or as a team in your day-to-day activities. We will together introduce each of these opportunities to improve our work in some real scenarios and business cases.
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Improve your Dynamics 365 usage with AI
- 3. Canadian Cloud Summit https://bit.ly/3uTBuGR https://www.canadiancloudsummit.com/ @CanCloudSummit SUBMIT YOUR FEEDBACK FOR A CHANCE TO WIN $50 AMAZON GIFT CARD 310855
- 5. Companies don’t understand / know their customers in an actionable way
- 6. Digital and physical / human experiences are disconnected
- 7. Inability to engage in moments that matter
- 9. Canadian Cloud Summit Some definitions
- 10. Canadian Cloud Summit Supervised vs unsupervised • Supervised: • Classification • Regression • Unsupervised: • Clustering • Association • Semi-supervised:
- 11. Canadian Cloud Summit AI vs ML vs Deep Learning
- 12. Canadian Cloud Summit Microsoft Cognitive Services
- 13. Canadian Cloud Summit Microsoft Cognitive Services Give your apps a human side
- 14. Canadian Cloud Summit But not just Cognitive Services…
- 15. Canadian Cloud Summit AI @ Microsoft More than just services…
- 16. Canadian Cloud Summit Dynamics 365 AI Dynamics 365 Customer Insights Gain a 360-degree view of customers and discover insights that drive personalized customer experiences. Dynamics 365 Fraud Protection Help protect your e-commerce business— and your customers—against fraud and improve your shopping experiences. Dynamics 365 Connected Store Preview Make your retail stores more efficient and engaging by turning observational data into insightful recommendations. Sales Insights Add-in for Dynamics 365 Sales Increase sales and improve decision making with AI-powered insights fueled by customer data. Customer Service Insights Add-in for Dynamics 365 Customer Service Leverage AI-driven insights to make better decisions and proactively improve customer satisfaction with confidence. Out-of-the-box applications Addon functionalities
- 17. Understand Customer Data Platform Customer Insights Customer Voice Orchestrate Customer Journey Orchestration Real-time Journey Orchestration Real-time Personalization and Recommendation Content Experiment Engage Omni-channel Digital / Direct Human-assisted Interactions Marketing Commerce Virtual Agent Mobile & Web SDK Sales Service Power App HUMAN-EXPERIENCES Email Mobile SMS Voice Web Ads Social In-store Events Data and AI to Optimize Customer Experiences Leverage Customer Insights data and AI for 1:1 hyper- personalized experiences 1. Respond In moments that matter with real-time, event- based orchestration 2. Activate End to end experiences across all customer touchpoints 3. Self-learn Data and AI driven, self-learning and next best journey action optimization 4. Piecewise additive value to your existing systems and even better together.
- 18. Dynamics 365
- 19. Canadian Cloud Summit Consent Center + Engagement Insights + Audience Insights
- 21. Canadian Cloud Summit Fairness Transparency Privacy and security Inclusiveness Reliability and safety Accountability
- 23. Voice Channel
- 25. Personalized calls, connected across channels Unified insights across all customer interactions Easy to start, easy to scale
- 27. Customer Journey Orchestration / Real-time Marketing Leverage 1. Respond 2. Segments from Customer Insights are usable everywhere Customer Profiles can be used everywhere – in place of Dataverse entities 1. In the box event triggers for common scenarios across Dynamics 2. Easily create an event trigger from any Dataverse CRUD operation 3. Create custom events with a few lines of code that can trigger journeys from any connected system 4. Built upon Power Automate to leverage that ecosystem of connectors Activate 3.
- 28. Customer Journey Orchestration / Real-time Marketing AI Channel Selection Self-learn 4. Asset recommendations AI image tagging Natural Language Conditions Smart Scheduling Content Ideas
- 29. Empowering The Future of Customer Experience Drive personalized interactions across the customer journey 2. Personalize experiences with AI 1. Engage customers in real-time 4. Build customer trust with a unified, adaptable platform 3. Win customers and earn loyalty faster
- 30. Dynamics 365
- 31. Operations, finance, inventory data Supply chain insights ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system
- 32. Supply Chain Insights ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system 1st tier supplier
- 33. ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system 2nd tier supplier Supply Chain Insights
- 34. ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system 3rd tier supplier Supply Chain Insights
- 35. 1st, 2nd and 3rd tier supplier External risk data providers and news aggregators ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system Supply Chain Insights
- 36. 1st, 2nd and 3rd tier supplier External risk data providers and news aggregators ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system Built on the Power Platform
- 37. Digital twin Manufacturing Plant Delivery Center Distribution Center Raw Material Port Supplier Customer Locations
- 38. 1st, 2nd and 3rd tier supplier External risk data providers and news aggregators ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system Supply Chain Insights
- 41. External risk data providers and news aggregators 1st, 2nd and 3rd tier supplier ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system Supply Chain Insights
- 42. 1st, 2nd and 3rd tier supplier External risk data providers and news aggregators ERP(s) Inventory System(s) Finance System(s) Other Apps / Systems Warehouse management system
- 48. Canadian Cloud Summit https://bit.ly/3uTBuGR https://www.canadiancloudsummit.com/ @CanCloudSummit SUBMIT YOUR FEEDBACK FOR A CHANCE TO WIN $50 AMAZON GIFT CARD 310855
Editor's Notes
- Objec
- There’s lots of data but that data isn’t accessible in a scalable way
- Take for example going to the car dealership – you may browsed online for hours, even made the appointment through the website and are buying your 3rd model from that same auto maker yet when you walk into the dealership, they don’t know anything about you
- Imagine you can understand your customers and you can bridge the digital and physical – you have mere moments to make an engagement matter and you need a system that is going to enable you to do that
- Finally, every department is building up the ability to build relationships and empathy at scale through automation in a disparate way resulting in broken experiences
- Supervised: All data is labeled and the algorithms learn to predict the output from the input data. Classification: A classification problem is when the output variable is a category, such as “red” or “blue” or “disease” and “no disease”. Regression: A regression problem is when the output variable is a real value, such as “dollars” or “weight”. Unsupervised: All data is unlabeled and the algorithms learn to inherent structure from the input data. Semi-supervised: Some data is labeled but most of it is unlabeled and a mixture of supervised and unsupervised techniques can be used.
- Three pillars – Understand – orchestrate – engage Understand – pull together all of your customer data and make sense of it, combined with customer voice you not only understand who your customers are and what they are doing but also how they are feeling Orchestrate – using that customer data you can scale relationship building and empathy and you can do so as you Engage – through all digital and human assisted channels Piecewise additive – adding value to the systems you have today without having to replace what you have but also work together to do even more Customer journey orchestration is not an app, it’s a part of marketing today although not limited to marketing scenario – it has 4 key value props 4 key value props
- Let’s make this more tangile Leveraging for personalization – anywhere you need customer data, of course you can use dataverse but if you have Customer Insights, you can leverage the unified profiles, segments, predictions, and insights in a first class way Segments show up from Customer Insights as soon as they are created and Customer profiles can be used for journey control, decisioning, and personalization #2 Respond and # Activate – key piece to the puzzle is our event triggers and catalog that allow you to trigger a journey based on what a customer is doing
- #4 self-learn Number of great AI features in marketing, couldn’t put them on one slide Help you get to your best content faster
- Our goal is to build the future of customer experience and empower every company deliver the experience that customer now demand.