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Microsoft Boosts Conversational AI In Contact Centers & Enterprise-Wide

Cloud-based computing giant Microsoft has introduced its own branded renditions of #GenerativeAI based on OpenAI’s library or LLMs and generative artificial intelligence resources.

On March 6 this year, Microsoft Dynamics 365 Copilot was introduced. It employs Azure-based renditions of OpenAI’s resources to “jumpstart” or accelerate the composition of messages or responses to queries that arise in the course of everyday business conversations.

Marcus Schmidt, Principal Program Manager of Dynamics 365 Customer Service, explained in a briefing “it is the agent’s 24-hour assistant” always there to answer questions, make suggestions, and draft responses for the agent to review.

Now, Microsoft has offered concrete use cases that tend to lean heavily on Microsoft Dynamics 365 Copilot to automate business workflows and automation in CRM as well as ERP systems by applying text generation, sentiment analysis, and workflow automation to accelerate the completion of repeatable, mundane tasks.

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