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21st of October 2018

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Microsoft launches new AI applications for customer service and sales

Like virtually every other major tech company, Microsoft is currently on a mission to bring machine learning to all of its applications. It’s no surprise then that it’s also bringing ‘AI’ to its highly profitable Dynamics 365 CRM products. A year ago, the company introduced its first Dynamics 365 AI solutions and today it’s expanding this portfolio with the launch of three new products: Dynamics 365 AI for Sales, Customer Service and Market Insights.

“Many people, when they talk about CRM, or ERP of old, they referred to them as systems of oppression, they captured data,” said Alysa Taylor, Microsoft corporate VP for business applications and industry. “But they didn’t provide any value back to the end user — and what that end user really needs is a system of empowerment, not oppression.”

It’s no secret that few people love their CRM systems (except for maybe a handful of Dreamforce attendees), but ‘system of oppression’ is far from the ideal choice of words here. Yet Taylor is right that early systems often kept data siloed. Unsurprisingly, Microsoft argues that Dynamics 365 does not do that, allowing it to now use all of this data to build machine learning-driven experiences for specific tasks.

Dynamics 365 AI for Sales, unsurprisingly, is meant to help sales teams get deeper insights into their prospects using sentiment analysis. That’s obviously among the most basic of machine learning applications these days, but AI for Sales also helps these salespeople understand what actions they should take next and which prospects to prioritize. It’ll also help managers coach their individual sellers on the actions they should take.

Similarly, the Customer Service app focuses on using natural language understanding to understand and predict customer service problems and leverage virtual agents to lower costs. Taylor used this part of the announcement to throw some shade at Microsoft’s competitor Salesforce. “Many, many vendors offer this, but they offer it in a way that is very cumbersome for organizations to adopt,” she said. “Again, it requires a large services engagement, Salesforce partners with IBM Watson to be able to deliver on this. We are now out of the box.”

Finally, Dynamics 365 AI for Market Insights does just what the name implies: it provides teams with data about social sentiment, but this, too, goes a bit deeper. “This allows organizations to harness the vast amounts of social sentiment, be able to analyze it, and then take action on how to use these insights to increase brand loyalty, as well as understand what newsworthy events will help provide different brand affinities across an organization,” Taylor said. So the next time you see a company try to gin up some news, maybe it did so based on recommendations from Dynamics 365 AI for Market Insights.

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