Over in Dynamics 365 Customer Service, Copilot can draft “contextual answers” to customer queries via chat or email and provide an “interactive chat experience” for customer service agents that draws from knowledge bases as well as case history. In Dynamics 365, Microsoft’s launching what it calls Copilot (borrowing branding from GitHub’s Copilot service), which - broadly speaking - aims to automate some of the more repetitive sales and customer service tasks. “And we’ve now reached the point where the tech and product can enable transformative outcomes for customers.” “Over the last four years, we’ve been on a journey to bring generative AI and foundation models to the workplace,” Lamanna said via email, noting that Microsoft has a longstanding partnership with OpenAI to commercialize the vendor’s tech in Microsoft’s own products and through the Azure OpenAI Service.
Powered by tech from AI startup OpenAI and built using the Azure OpenAI Service, Microsoft’s service that provides enterprise-tailored access to OpenAI’s API, the new capabilities follow the rollout of OpenAI text-generating AI models in Power Platform four years ago and the more recent debut of generative AI capabilities in Viva Sales, Microsoft’s seller experience app. In an interview with TechCrunch, Charles Lamanna, CVP of business apps and platform at Microsoft, described the updates as the logical next step on Microsoft’s automation journey. They touch on both Power Platform, Microsoft’s set of low-code tools for building apps and workflows, and Dynamics 365, the company’s suite of enterprise resource planning (ERP) and customer relationship management (CRM) tools. Microsoft today introduced what it’s calling the “next generation” of AI product updates across its business apps portfolio.
0 kommentar(er)
