Microsoft Dynamics 365

Microsoft launches new feature: Dynamics 365 Copilot

Amelie Streller, Senior Marketing Executive

March 24th, 2023

5 min read

A recent topic of conversation across the technology sector has been the power of Artificial Intelligence (AI) and how this can be used within businesses. Microsoft has not hesitated to embrace this new trend, and announced the launch of Dynamics 365 Copilot in March. 

This new feature is natively built-in to the CRM and ERP applications, and will provide interactive AI across the business functions, such as Sales, Marketing and Customer Service. Additionally, Copilot has also been introduced to the Microsoft Power Platform. Ultimately, this new feature aims to reduce manual, time-consuming processes (such as note-taking, content creation, data entry, etc.) and allow people to focus their time on the activities that matter most. 

This blog will specifically cover the various capabilities that Copilot is bringing to Dynamics 365 Sales, Marketing and Customer Service, highlighting the benefits associated with them. 

Copilot for Dynamics 365 Sales

It is common for salespeople to manage multiple opportunities at any given time, across various stages of the sales cycle. Due to this, there are often large volumes of data to stay on top of and doing this manually can be a challenge.  

Alongside this, it is also key that salespeople can dedicate the time and attention needed to nurture these important relationships. In turn, this can help to close more deals and increase revenue for the business. 

The launch of Copilot within Dynamics 365 Sales supports sellers by streamlining sales processes and reducing manual tasks, giving them the time to focus on customers.  

Automatically create email responses and chat with Sales Copilot 

Teams Meeting Summary

This AI-driven feature provides sellers with an email summary of any Teams meeting that takes place, either internal or external. This highlights any key action points and other important details that were mentioned during the call, enabling sellers to focus fully on the meeting, without having to spend time taking notes. 

Copilot for Dynamics 365 Marketing

Customer expectations are higher than ever, and marketers have to do more to drive engagement and retain customers. Part of this can include generating personalised content, that speaks to your audience at the right time, in the right way. The various AI capabilities that are launching with Dynamics 365 Copilot, will help organisations to level-up their marketing, without the need to spend a significant amount of time doing so.

Use Natural Language Queries to create audience segments

Audience segmentation is crucial to creating the right personalised content, but segments can be time-consuming to create, and also often requires knowledge of complex data structures. A Copilot capability in Dynamics 365 Marketing, called Query Assist, will allow users to save time when creating new segments.  

Users will be able to describe the target audience characteristics by describing a segment, such as “all contact under the age of 40 living in London”. The results can then be added straight to the segment builder, saving hours of time. 

Create content that drives engagement

Email marketing plays an important role for many businesses, providing an opportunity to engage with prospects or current clients. However, the power is in the content itself, and ensuring this is both engaging and relevant is key. 

Content ideas, a part of Copilot in Dynamics 365 Marketing, provides ideas and inspiration for content creation, helping marketers to speed up their processes. When editing an email, a user can prompt Copilot with up to five key points they wish to get across in their email. A set of text suggestions is then generated by AI, which can be used as a starting point for creating emails.  

To make sure the suggestions are relevant, Copilot analyses the business’s existing emails and internet sources. As a result, marketers save hours of time coming up with ideas and crafting email content, whilst also ensuring the content is fresh and compelling. 

AI content creating in d365 copilot marketing

Copilot for Dynamics 365 Customer Service

Providing exceptional customer care is the key to keeping customers happy. However, service agents are often faced with pressure to resolve multiple customer cases quickly, which if not managed properly can have a detrimental impact on customer satisfaction. Copilot can support your service employees when responding to cases and maintain a personal approach.

Respond to customers quicker than ever

Customer service employees can get 24/7 AI-powered assistance to help them resolve issues faster, automate time-consuming tasks, and handle cases more efficiently. 

One of the particular areas that Copilot can support is with email or chat responses. Users can quickly draft an email reply, or a helpdesk chat response, within a single click.  

For live chats, Copilot can understand the context based on the live conversation, alongside gathering information from trusted websites, internal documents, resolved cases and more, to ensure the response is as accurate as possible. An agent can then review the response before sending it to the customer.  

For emails, Copilot can help generate personalised email responses in seconds. Similar to chats, information is gathered from a range of key sources, and then an agent can review the email draft and edit the content before sending.  


Copilot is an exciting concept and will bring a host of new possibilities to organisations. If you wish to find out more, then please get in touch by emailing us at, call us on 01908 038110 or fill out the contact form. 


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