With AI plans intensifying, Microsoft is reshaping Dynamics 365 priorities: DynamicsMinds 2025

Microsoft customers who have made a support request or sales inquiry recently have likely received a response from an AI agent. Microsoft has made itself customer zero for their own Customer Intent Agent and Case Management Agent, which are both still in public preview. Microsoft representatives told the audience at DynamicsMinds 2025 that they have used these agents to deliver 48,000 chats within Dynamics 365 Contact Center and to send 53,000 customer service emails.

As Microsoft works to build momentum for their pre-built agents for Dynamics 365 applications, product representatives shared more at this week’s event about how agents will align with existing solutions and why this strategy has become a primary focus for the Microsoft Business Applications product teams.

Agents first

At the DynamicsMinds keynote session, Microsoft ERP leaders Mike Morton and Georg Glantschnig spoke briefly about their excitement for agents, several of which reached public preview in May. 

“I think folks are going to find these agents are going to really change the game in terms of how they work with their business applications and how they work with Dynamics,” said Glantschnig. 

Noting the launch of Copilot assistive scenarios last year, he stated that uptake of copilots stood at 50% of Dynamics customers for tasks like Q&A, summarization, updating work orders, and other tasks.