Blog: CRM

How Microsoft Dynamics 365 AI Reinvents Sales, Customer Service, and Marketing

January 15, 2019 - by Kewal Shah

With Artificial Intelligence (AI) taking center stage in the technology landscape of every organization – expected to reach $3.9 trillion in 2022 – Microsoft is currently on a mission to bring machine learning to all of its applications. It recently introduced AI into its popular Dynamics 365 platform, and is expanding this portfolio with the launch of three new applications: Dynamics 365 AI for Sales, Customer Service, and Market Insights. The AI-driven features in these solutions are set to revolutionize how organizations use Dynamics 365 to conduct their businesses, especially around sales, customer service, and marketing.

D365 AI

What are the New Dynamics 365 AI Applications?

Most organizations that use an ERP use it to streamline business processes across the organization; however, no ERP actually provides any value back to the end user. Dynamics 365, with its new AI capabilities, aims to bridge the data silo gap, allowing users to use all of the data to build machine learning-driven experiences for specific tasks.

Three new applications for sales, marketing, and customer service enhanced with artificial intelligence, and two other Dynamics 365 applications enhanced with mixed reality technologies have been released.

  • The new Dynamics 365 AI for Sales is meant to help sales teams use technologies, such as call sentiment analysis and warnings about deals being at risk, to take proactive actions and help salespeople prioritize their time.
  • The new Dynamics 365 AI for Customer Service uses AI and natural language understanding to turn customer service data into automated insights.
  • The new Dynamics 365 AI for Market Insights aims to provide marketing, social media and market research teams with predictive insights they need to take more informed actions.
  • The mixed reality app Remote Assist is a hands-free calling application designed to help first-line workers quickly resolve issues.
  • Layout, on the other hand, is a spatial-planning application that helps users visualize room layouts in real-world scale, resize and rotate 3D models, and edit layouts on the fly.
  • Other enhancements to Dynamics 365 applications include numerous new capabilities across Portals, Omni-channel Engagement Hub, Field Service, Project Service, Social Engagement, Finance and Operations, Talent, Retail, and Business Central.

How Dynamics 365 AI Transforms Business Processes

Dynamics 365 AI applications deliver out-of-the-box insights by unifying data and infusing it with advanced intelligence to guide decisions and empower organizations to take informed actions. The release of the new AI and mixed reality applications is expected to help organizations conduct business processes with more accuracy, forge better collaboration, and improve business efficiency. The new Dynamics 365 AI applications for Sales, Customer Service, and Market Insights are set to transform business processes like never before. Here’s how:


Dynamics 365 AI for Sales uses sentiment analysis to offer deeper insights into prospects; it helps you to understand which prospects to prioritize, which deals matter the most, and what actions to take next. Using Dynamics 365 AI for Sales, you can:

  • Uncover insight into the needs of your prospects, get recommendations on the next-best action, and personalize interactions.
  • Use insights to improve resolution rates, reduce wait times, and boost customer satisfaction.
  • Build relationships with prospects through warm introductions and increase response rates.
  • Make the most of advanced scoring models to identify and prioritize opportunities with the highest likelihood of conversion.
  • Evaluate and improve the performance of teams and drive efforts into areas that need the most attention.
  • Carry out detailed analysis of sales pipelines, and surface insights that enable smarter and proactive coaching of sales teams.
D365 AI

Customer Service

Dynamics 365 AI for Customer Service uses natural language processing to understand and predict customer service problems and build better customer service experiences. Based on automatically generated insights, it helps you understand where and how to take action. Using Dynamics 365 AI for Customer Service, you can:

  • Get guidance on the right action and respond to customer queries more quickly and efficiently.
  • Leverage the features and wisdom of virtual agents, without having to write any code, and lower support costs while enabling delightful customer experiences.
  • Get the support of bots for real-time access to customer data and deal with lower level queries with ease.
  • Leverage built-in dashboards, interactive charts, and visual filters to get end-to-end visibility into support operations data across channels.
  • Highlight areas for improvement that can have the greatest impact, and quickly evaluate and respond to key performance indicators (KPIs) and customer satisfaction levels.
D365 AI


Dynamics 365 AI for Market Insights allows you to harness the vast amounts of data about your products, customers, and competition and stay on top of trends. Using social sentiment analysis, you can take action on how to use these insights to increase brand loyalty and understand what events will provide different brand affinities across your organization. Using Dynamics 365 AI for Market Insights, you can:

  • Analyze data across marketing, social media, and market research, discover insights and turn insights into best guided actions for better decision-making.
  • Drill down conversations based on topic, sentiment, age, gender, language or location, respond to customer conversations with more relevance and improve brand loyalty.
  • Convert social conversations into leads and strengthen customer relationships with actionable insights.
  • Track brand sentiment across channels, engage with influencers, and tweak content to enhance the reputation of your brand.
  • Synthesize activity and data from proprietary social, search, and browsing data and understand and interpret what customers say, do, and feel about your brand and products.
  • Instantly set up searches for keywords, and load historical data to deliver instant insights.
D365 AI

Rise to the Next Level

Empowering employees with AI-driven actionable business tools in today’s high-intensity digital economy is no longer a matter of if, but when. Microsoft, in its latest Dynamics 365 release, has incorporated new AI capabilities directly into the platform. With cognitive and AI spending expected to grow to $52.2 billion by 2021, this new breed of Dynamics 365 AI applications across Sales, Customer Service, and Market Insights offers intelligent, concise, and accurate insights to guide organizations in making better, more informed business decisions to guide the appropriate actions. Gain intelligence across your business, conduct operations with more precision, respond quickly to customer and market trends, and take your organization to the next level.

Learn more about integrating Microsoft Dynamics 365’s new AI capabilities into your business processes.

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