Microsoft Infuses Dynamics 365 with AI Insights

Microsoft has added new capabilities to Dynamics 365 Customer Insights that address complex B2B journeys by mapping leads and contacts to buying groups, accounts and account hierarchies, giving customers the ability to build segments and measure the relationship between an account and contact. Microsoft calls this providing a 360-degree view of the customer in order to help them determine the best action to drive personalized engagement at scale. 

Dynamics 365 Virtual Agent for Customer Service is now generally available. New features include the ability to create and deploy virtual agents that engage in personalized conversations with customers without the need to write code. The company is releasing new authoring and web publishing improvements that will enable teams to deploy a virtual agent on a demo website for testing and stakeholder feedback before deploying on an external-facing website. Infused with new AI-driven insight, Dynamics 365 Virtual Agent for Customer Service allows managers to monitor performance metrics for the virtual agent. A new customer satisfaction dashboard allows customer service managers to view scores and bot topics driving those scores.

New capabilities that improve visibility and insight into the shop floor and equipment operations have been added to Microsoft’s IoT Intelligence for Microsoft Dynamics 365 Supply Chain Management. In particular, Microsoft has added IoT Intelligence capabilities that can connect IoT signals from mission-critical assets with business transaction data, enabling manufacturing and distribution to proactively manage production and stock in real-time, leverage predictive analytics to predict maintenance needs for business-critical equipment, and increase quipment performance and throughput. 

Dynamics 365 Commerce, an omnichannel solution, enables retailers and e-tailers to unify the back office, in-store, call center and digital experiences. The new retail application uses intelligent systems to provide deep insights to help customers with advanced decision making and personalization to drive brand loyalty, optimize operations and supply chain efficiencies and improve business outcomes. 

Dynamics 365 Connected Store helps physical retailers understand and improve the in-store experience by analyzing disparate data from video cameras and IoT sensors to provide real-time and predictive insights that help store managers and employees make better decisions. This new application uses observational data generated as customers move around the store, as well as the status of store equipment and product, to create employee alerts and actionable insights to improve store efficiency. Dynamics 365 Connected Store supported by Azure IoT Central uses IoT sensors to monitor temperature and humidity to detect any anomalies to protect inventory. 

Dynamics 365 Product Insights brings insights from connected physical products and gives visibility into product performance and customer interactions so organizations can improve their customer relationships and engagement.