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Microsoft reveals new AI tools for ERP and CRM with Dynamics 365 Copilot

by Jason Gumpert

Microsoft has revealed plans for a wide ranging set of new AI-based tools for Dynamics 365 applications. Branded as Dynamics 365 Copilot, the actual capabilities will vary depending on the product and will include natural language queries, email and chat suggestions for customers, personalized email drafts to suppliers, and more.

Microsoft revealed its plans to add AI-based email reply authoring to Viva Sales in February. The new tools were built using Azure OpenAI Service and GPT. Those capabilities, now referred to as Viva Sales Copilot, are now generally available, according to Microsoft CVP for Business Applications marketing Emily He, and the company will follow that with the release of more enhancements on March 15 to create customizable emails. She wrote:

For example, a seller can generate an email that proposes a meeting time with a customer, complete with a proposed meeting date and time based on availability on the seller’s Outlook calendar.

Sellers will also be able to rate the AI-generated content. And another Viva Sales Copilot feature has reached public preview: the ability to draft a recap of a call with action items and follow-up dates, based on CRM and meeting data. 

Microsoft also has a range of the Dynamics 365 Copilot tools planned and in preview.

Dynamics 365 Customer Service Copilot will arrive first in a limited preview with a focus on expediting customer issue resolution. It will create context-specific email drafts or chat responses based on factors including the current live conversation and relevant information from trusted websites and internal documents, including knowledgebase articles and previously resolved cases.

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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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