CXPA Finland Hack 2023 29.8.2023 @ Microsoft

1. Dynamics 365 Copilot
Improve customer experience with
Generative AI
August 2023
Petra Karjalainen
Leo Merikallio

2. The AI
technology
is here

3. Ensure that artificial
general intelligence (AGI)
benefits humanity
Empower every person and
organization on the planet
to achieve more
GPT-3.5 and GPT-4
Text
ChatGPT
Conversation
Codex
Code
DALL·E 2
Images

4. The world of business moves fast…
Pressure to reduce cost and improve profitability
Increasing customer expectations
New competitive threats
Changing market landscape

5. …but employees can’t keep up…
Siloed teams
and data
64%
Employees say the lack of
integration between tools and
processes makes it hard to
collaborate
77%
Employees wish they had
access to low code tools
that help them better
achieve their goals
Slow to
innovate
*2023 Microsoft Business Trend Survey
89%
Employees hope they can
apply AI and automation to
more activities to free up time
for work that matters
Lack of job
fulfillment

6. would delegate as much work
as possible to AI to lessen
their workloads
of people say they’re worried
AI will replace their jobs
How are Finnish employees feeling about AI?
Source: 2023 Work Trend Index
33%
Finland
60%
Finland

7. The world’s first built-in AI copilot for CRM and ERP
Dynamics 365
• Create customer
responses
• Accelerate
information discovery
• Enable customer self-
service with chatbots
Dynamics 365
Customer Service
• Supplier news
communication
• Summarize purchase order
Dynamics 365
Supply Chain Management
• Product descriptions
• Collection coordinator
• Status report
• Task plan
• Risk assessment
Dynamics 365
Finance
• Generate content
ideas
• Create audience
segments
• Simplify customer
insights
Dynamics 365
Customer Insights
• Recap sales meetings
• Craft customer emails
• Real time tips and
answers
• Summary view
Dynamics 365
Sales
Click here for additional details on product availability

8. AI sets the stage for a new era of innovation
Microsoft Sales Copilot
AI as a real-time collaborator that
…generates content
…sparks creativity
…recaps meetings
…completes work

9. Sales Copilot is experienced within Dynamics
365 Sales and Microsoft 365 and connects to
other CRMs like Salesforce
Next-generation AI assists sellers
with tedious tasks like preparing
for meetings, catching up on
opportunities, writing emails and
meeting summaries, and surfacing
relevant information so they can
focus on closing the deal.
Introducing
Microsoft Sales Copilot

10. Microsoft Sales Copilot
AI-assisted email replies
AI-generated email and
meeting summaries
Intelligent recordings
and transcriptions
Unlock sales
productivity
AI-generated summaries,
transcriptions,
and emails
Personalize customer
interactions
Stay in the
flow of work
Seamless data
integration and updates
between Microsoft 365
apps and your CRM
Customer call insights
Real-time tips
and suggestions
360-view account and
opportunity summaries
Collaboration spaces in Teams
AI-assisted CRM updates
in Outlook and Teams
@mentions to surface
relevant information
AI-assisted
insights, content, and
recommendations

11. Video: Microsoft Sales Copilot

12. Copilot
in Dynamics 365
Customer Insights
12

13. Generative AI makes apps truly intelligent
Current apps
Constrained interactions
Hard-coded and fixed data sets
Change is costly and complex
Paradigm
shift
Intelligent apps
Natural language interaction
Data-driven, personalized experiences
that improve over time
Quickly deliver new features

14. Microsoft Portfolio for AI
Azure AI
Applications
Partner Solutions
Bot Service Cognitive Search Form Recognizer Video Analyzer Metrics Advisor Immersive Reader
Azure Machine Learning
Vision Speech Language
Decision OpenAI
Scenario-Based Services
Customizable AI Models
ML Platform
Cognitive Services
Applied AI Services
Business
Users
Developers &
Data Scientists
Power Platform
Power BI Power Apps Power Automate Power Virtual Agents Power Pages