Microsoft Adds 2 Mixed Reality Business Apps to Dynamics 365 Suite

Joanna Estrada
September 21, 2018

It consists of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Customer Data Cloud (following the Gigya acquisition) and SAP Sales Cloud (following the CallidusCloud acquisition).

Dynamics 365 AI for Sales is created to empower sellers and sales managers with greater insights into interactions with prospects, sentiment analysis, and recommend logical next actions, such as which contacts to prioritize. The software is meant to help managers coach individual sellers.

Dynamics 365 AI for Market Insights turns AI to marketing.

First up, Microsoft is teasing the "coming availability" of a new suite of AI applications for Dynamics 365 that will focus on streamlining the data organizations have access to and serving it up at the right times for everyone from marketers to customer service representatives. Join us in Lisbon on December 4-6 to meet with fellow experts as we define the future of next-gen communications and how to make it profitable. There's also Dynamics 365 AI for Customer Service, which uses AI for automated virtual customer service agents, without having to write any code.

"Many vendors offer [virtual agents] in a way that is very cumbersome for organizations to adopt", Taylor said.

Disclosure - Salesforce is a diginomica premier partner at time of writing. "We are announcing it out of the box".

Already announced in July as part of the 100-odd new features slated for the October release, this applies machine intelligence to various aspects of the sales process, such as prioritizing promising deals, analyzing sales performance and pipelines, or coaching salespeople to improve their performance.

Microsoft has launched a set of AI applications for customers of its Dynamics cloud customer relationship management (CRM) software in a bid to better compete with the market leader Salesforce.

Where Microsoft sees dealing with individual service requirements as a hassle, IBM touts its ability to deal with them as one of its strengths. Now it has in-time inspection using Dynamics 365 Remote Assist and can identify issues or provide approvals immediately. The boost to Dynamics may be felt first by its existing customer base - it seems far-fetched that large companies would quickly change their calculus about a CRM tool based on such announcements alone. Dynamics 365 accomplishes this insight using AI and natural language processing.

Virtual agents can take several forms, two of which include chatbots that do the talking on behalf of humans, or assistive bots that prompt humans with suggested answers for engaging live with customers either on voice or text channels.

Other reports by Click Lancashire

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