Explore AI components in Dynamics 365 apps
Imagine you’re a sales manager at Contoso, a mid-sized manufacturing company. Your team manages hundreds of customer accounts, handles support requests, and runs marketing campaigns—all at once. Not long ago, keeping everything organized meant relying on spreadsheets, long email threads, and gut instinct. Today, Contoso uses Dynamics 365 customer engagement apps, and AI is woven throughout every customer interaction.
AI in Dynamics 365 customer engagement apps comes in two forms: Copilot and AI agents.
Copilot: your on-demand AI assistant
Think of Copilot as a knowledgeable colleague sitting beside you. It responds when you ask it something—it doesn’t act on your behalf on its own. When a Contoso sales rep opens a customer opportunity, Copilot instantly surfaces a summary of the account, recent activity, and upcoming meetings. Instead of digging through notes, the rep gets the context they need in seconds.
Copilot is embedded across the customer engagement apps. Here are a few examples of how to use Copilot as a part of your flow of work:
- Dynamics 365 Sales: Copilot summarizes leads and opportunities, drafts professional emails, and helps reps prepare talking points before a customer meeting.
- Dynamics 365 Customer Service: Copilot summarizes cases so agents understand the full history at a glance and suggests responses to resolve issues faster.
- Dynamics 365 Contact Center: Copilot provides real-time sentiment analysis during live conversations, suggests the best next responses for agents, and surfaces customer insights across voice and digital channels.
- Dynamics 365 Customer Insights: Marketers use Copilot to build customer journey flows and audience segments by describing what they want in plain language.
- Dynamics 365 Field Service: Technicians and dispatchers use Copilot to create work orders from emails and get on-demand summaries of open work.
In each case, Copilot works with the user—providing suggestions, drafts, and summaries based on your data. You stay in control.