The Copilot for Service application integrates with customer relationship management (CRM) applications, and contact or call center applications — including Salesforce, ServiceNow, and Zendesk — to provide “guidance,” said Microsoft. The program can be trained to retrieve answers from a company’s knowledge base and from the CRM and contact center application repositories.
The results, said Microsoft, are “AI-guided answers and resources personalized for each customer issue and conversation.”
Further customization of functions is made possible by Copilot Studio, a development application also unveiled at Ignite.
The Service application, expected to be available “in early 2024,” is priced at $50 per user per month.
The second application, Copilot for Sales, is an “evolution” of a program unveiled for Dynamics 365 this summer called Sales Copilot. Enhancements to the program include integration with Microsoft Word.
“Sellers can prompt Copilot to create a meeting preparation brief in Microsoft Word, automatically populated with customer information such as an account and opportunity summary, names and titles of meeting participants, open tasks, highlights from recent meetings and email threads, and more,” said Microsoft.
Another integration is with Microsoft Teams, which “can surface action items and tasks, conversation key performance indicators (KPIs), and sales keywords.”
Copilot for Sales has the same pricing and availability as Service.
Both the Service and Sales applications are included with Microsoft 365 Copilot.
In addition to Service and Sales, Microsoft announced additional features for Dynamics 365. For example, in Dynamics 365 Sales is gaining a feature for a salesperson to “use natural language or pre-built prompts to gain a quick understanding of customers, deals, meetings, forecast, and more,” said Microsoft.
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