[Copilot] General Availability of Copilot for Sales and Copilot for Service

Microsoft has just made a series of announcements around Copilot, Microsoft's Generative AI based notably on Open AI models and particularly its integration into Microsoft Dynamics 365.

We therefore learn of the general availability of Microsoft Copilot for Sales which connects to Microsoft Dynamics 365 and more specifically the CRM to:

• Generate meeting preparation notes for sales meetings in Word.

• Summarise emails and highlight purchase intent and BANT (Budget, Authority, Need, and Timeline) analysis in Outlook.

• Generate emails in Outlook with relevant information on products, accounts, relationships and opportunities from their customer relationship management (CRM) system and Microsoft Graph.

• Add prospects and update CRM records directly from Outlook.

• Display meeting preparation notes and real-time business information during calls in Teams.

• Display sales meeting summaries in Teams with conversation analytics, keywords and sales key performance indicators (KPIs), as well as suggested tasks.

• Create collaborative deal rooms in Teams that synchronise with CRM data.

Furthermore, this also marks the general availability of Copilot for Service enabling faster case intake and resolution, improving efficiency and automating agent tasks within their workflow. Without costly development time, organisations can simply point to their data in Salesforce, ServiceNow or Zendesk and, within minutes, unlock AI-powered generative conversations across their knowledge bases. As for agents, they can access this knowledge through a copilot integrated directly into their desktop software of choice, such as Salesforce, as well as in the other tools they already use daily, such as Outlook and Teams.

More information at: Microsoft Copilot for Sales and Copilot for Service are now generally available - Microsoft Dynamics 365 Blog

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