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Tech Insights 5 min read

Dynamics 365 and artificial intelligence

Dynamics 365 is quickly developing itself as one of the most powerful CRM and ERP systems available today. Although certain features are well-known and widely used, some are still obscure. Little-known, marginalized, or simply difficult-to-access innovations often go ignored. Artificial business intelligence is one example of this. Let us explain.

What is artificial business intelligence ?

First and foremost, it is a concept – a  unique perspective on corporate administration where placing decision-making abilities at the core of artificial intelligence becomes necessary for increased productivity. As a result, Artificial Business Intelligence offers the potential to transform business administration in unprecedented ways.

Business AI is actually nothing more than a series of processes that a non-human agent manages for companies. Many people may be surprised by its application, and rightly so, as AI encourages companies to experience a fundamental technology transition as part of digital transformation and workflow advancement.

This is because, from a global viewpoint, artificial intelligence is initially capable of outperforming humans in processes that are as comprehensive as they are diverse, thanks to its capacity to be free of human error and, most fundamentally, automated. AI can make a huge change, whether it’s in speeding up a phase or transforming a market.

In this regard, Microsoft Dynamics 365 provides AI to help different companies make the transition to a digital transformation that seems to be essential in today’s world, both in terms of industry and competitiveness. So what exactly is it? We’ll get into that right away.

How artificial intelligence is integrated into Dynamics 365

Microsoft Dynamics 365 has its own artificial intelligence system, that is built on four key points:

  • Digital transformation
  • Understanding customers
  • Relevance
  • Adaptation

These points will allow the company’s digital transformation to begin with an intuitive and gamified user interface focused on ease of use. Any employee can use AI thanks to its simple integration.

Aside from that, the logical side of AI shines through with intelligence that allows you to thoroughly assess both your customers and your company by always weighing all of the data together. Feedback will then be provided based on this information.

Thanks to the analysis of the provided database, the relevance of action would allow for improved proactivity and productivity in different areas. When AI is applied to a consumer base, it leads to invaluable personalization.

You will be able to adapt AI to your market with its complete and intuitive integration. You will also build a synergy between your needs and the capabilities of this method. In Dynamics 365, the AI phase revolves around these 3 aspects:

  • Sale Insights
  • Customer Insights
  • Customer Service Insights

First, with Sale Insights, Dynamics 365 recommends using AI to tackle the sales process. Artificial Intelligence boosts sales while allowing for better decision-making. All of this stems from the data and information on the customers.

Secondly, Consumer Insights, offer a wider view of an organization’s or business’s customers. This primarily serves to gather data that will be analyzed by the AI.

Finally, Customer Service Insights will enable the collection of artificial intelligence-generated data and use it to improve customer service, for example, by finding better ways to get customer feedback.

The benefits of artificial intelligence in a CRM

Microsoft has embraced AI because it provides simple ways for companies to improve, as it helps prioritize their tasks while keeping them as relevant as possible.

For example, AI will allow you to gain additional knowledge about each of your sales in Sale Insights. Once you’ve gathered this data, you’ll be able to create new processes. Artificial intelligence can analyze your customers’ emotions during a call, allowing you to refine your sales strategy based on what works and what doesn’t.

Using artificial intelligence to analyze data also allows you to go further, as you can now make strategic decisions based on data generated and processed by AI. Customer Insights also demonstrates proactivity when it comes to this data.

You can use this tool to not only analyze your information, but also to develop realistic user or customer profiles. Artificial intelligence will also help you learn from new recommendations, guidance, and even actions that you can take in the future. These are all features that you will find in Customer Service Insights as well.

Furthermore, whether at the level of your clients or your salespeople, you will be able to track your company’s results. All of this is contained inside an easy and enjoyable interface that helps you to control and evaluate the AI’s work.

In short, AI offers CRMs a slew of major advantages, not only in terms of data collection, but also, and even more critically, in terms of decision-making and related processes.

The difference between Customer Insights and Relationship Assistant

Assistant de Relation AI Dynamics 365An AI-like protocol called the Relationship Assistant is already built into Dynamics 365. It differs from Customer Insight in how it helps you to collect crucial data, though its interface is less sophisticated and intuitive.

The Relationship Assistant has a powerful analytical capability that lets you prioritize your tasks automatically, such as with Customer Engagement. It also keeps track of all of your interactions and creates action cards for you automatically. These cards have for purpose to encourage you to think about what steps you should take in making a decision.

This assistant differs from Customer Insights in that it is less formal and sophisticated, but it will still give assistance with operations and management. In terms of interface and AI, Customer Insights is much more advanced and developed.

The latter functions as a nearly self-contained platform for analyzing customer data, which is the most significant difference between the two. While the framework and the field of operation remain unchanged, the end result is quite different.

Customer Insights aims to make AI a key and indispensable tool for a business or entity to orient itself in its decisions, whereas the Relationship Assistant remains as just a part of a larger solution. It’s worth noting that the former is significantly more costly than the latter.

Artificial intelligence for CRMs as part of Dynamics 365

In a nutshell, Microsoft continues to invest into artificial intelligence for companies. The businesses see in it an opportunity to gain a deeper understanding of their data, as AI here is mainly used to improve data processing and organization.

In terms of efficiency, implementing such a system would enable the CRM to rationally address revenue, market problems, and the customer base. With the majority of choices relying on AI-generated performance, a company’s decision-making ability thus becomes greatly enhanced.

The three 365 Dynamics solutions, of course, would not have the same reach and scope. The organization must therefore determine which program and area of operation it wants to concentrate on, as artificial intelligence is often framed by a very specific model. Customer Insights, for example, would be able to process up to 100,000 profiles and provide 100% accurate data on the average customer at the most sophisticated stage.

Finally, and most importantly, these systems will allow companies to undergo a major digital transformation in which AI will dramatically enhance their ability to function and make decisions.

Contact our CRM and ERP experts to learn more about the advantages of Artificial Intelligence with Dynamics 365 and how to get the most out of your software.

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July 09, 2021 by Frédéric Charest VP of Marketing

Data-driven Growth Marketer with a Passion for SEO - Driving Results through Analytics and Optimization