Sep
18
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 Office 365 AI for Market Insights.

Mar
21
2018
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Microsoft Power Apps update includes new Common Data Service

Microsoft announced the spring update to its Power BI and Power Apps platform today with a significant enhancement, a new common data service that enables companies to build data-based applications from a variety of data sources.

This is part of a wider strategy that is designed to remove some of the complexity associated with gathering, processing and incorporating data into applications.

Microsoft is essentially giving customers access to the same set of tools and services it has used internally to build Dynamics 365, its enterprise suite of tools that includes CRM, marketing automation and field service along with enterprise resource planning tools (ERP).

While the company has been allowing third party developers to build application on the platform for about 18 months with its Power Apps tools, they haven’t been able to take advantage of the data under the hood without some heavy lifting. Microsoft aims to change that with the Common Data Service.

Diagram: Microsoft

“What that service means, practically speaking, is that it’s not only a place to store data, but a model (schema) that is stamped out there with everything you would need to build a business app around [elements] such as contacts, events, customers [and so forth], Ryan Cunningham, Microsoft program manager for Power Apps explained. This allows the programmer to take advantage of pre-built relationships and rules and how they should be enforced without having to code them from scratch.

Cunningham points out that they tried to make it fairly simple to build the apps, while still providing a level of customization and the ability to use Microsoft data or data from another source. That’s where the Common Data Store comes in.

He says that developers can take advantage of the 200 connectors that come pre-built out of the box and connect to all that data you’ve been collecting in the Microsoft products, but they aren’t limited to the Microsoft data. “You can still build custom applications on top of the platform, and get the benefit of the platform we’ve built our tools on,” he said.

The Common Data Store is part of a much broader set of announcements around the spring releases of Dynamics 365, Office 365 and Power BI platforms all announced today.

Nov
03
2017
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Adobe and Microsoft expand partnership with Adobe Experience Manager and Dynamics 365 integration

adobe Adobe and Microsoft expanded their continuing partnership today when they announced that they are making it easy to share data between Adobe Experience Manager, a website marketing tool and Dynamics 365, Microsoft’s CRM tool.
For a sales person that means seeing the latest sales activity and customer interactions from the company website right in the customer record. From a customer… Read More

Apr
24
2017
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New Microsoft tools integrate LinkedIn data directly into Dynamics 365

 Microsoft announced some significant integrations between LinkedIn, the professional social network it bought last year for over $26 billion and Microsoft Dynamics 365, the company’s CRM and ERP suite. It was clear that when Microsoft paid that much money for LinkedIn, it had plans to use that data in other Microsoft products. Those ideas began to emerge last summer with some Office… Read More

Oct
11
2016
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Microsoft announces GA of Dynamics 365 with AI features

A Microsoft logo sits on a flag flying in the grounds of the Nokia Oyj mobile handset factory, operated by Microsoft Corp., in Komarom, Hungary, on Monday, July 21, 2014. Microsoft said it will eliminate as many as 18,000 jobs, the largest round of cuts in its history, as Chief Executive Officer Satya Nadella integrates Nokia Oyj's handset unit and slims down the software maker. Photographer: Akos Stiller/Bloomberg via Getty Images We’ve been hearing all artificial intelligence, all the time from the Customer Relationship Management (CRM) industry over the last several weeks. Microsoft is the latest to trumpet its AI capabilities for sales people with the general availability of Dynamics 365 coming on November 1st.
Microsoft announced last summer that it was going to be combining its ERP and CRM into a unified… Read More

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