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Say hello to the new ones: Microsoft Dynamics 365 AI for Customer Service, Sales, and Market Insights

by Hannes Holst
Dynamics 365 Business Central Consultant, Freelance

Microsoft knows that business applications using artificial intelligence (AI) are a sector poised for multi-year growth. Because no one wants to miss an opportunity, the tech-giant from Redmond has carried out market research, with a company representative recently stating that AI early adopter customers now reach approximately sixty countries. And they have gained experience working with companies like Hewlett Packard and the US-department store chain Macy's to hone their product roadmap. Among the results of these efforts, Microsoft's findings have given us three AI-empowered applications to monitor key areas of modern businesses.

Dynamics 365 AI for Customer Service Insights

The first of the three is an AI powered application for companies who have a customer service team. Typical scenarios could be the customer care service of an online retailer (returns, complains etc.), technical support of a broadband provider, or another type of call center. The idea is to give management a set of KPIs to analyse the quality of their current operating service. For this, the Customer Service Insights solution connects to a Dynamics 365 Customer Service installation and presents the summarized data in a dashboard-like overview. Microsoft plans to provide a native connector to Salesforce and plans to open a web service to use other data sources.



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About Hannes Holst

Hannes Holst is a Dynamics NAV/365 Business Central freelancer with more than 13 years of hands-on experience. His involvement covers the full spectrum, including consulting and development of tailor-made modules and gold-certified industry solutions in various industries. He helps companies to prepare the business for future growth by adapting most of the standard functionality of Microsoft Dynamics 365 Business Central into the company's processes.

"I always try to translate the (technical) world of Dynamics NAV and Business Central into a language that everyone can understand. Having all participants on the same level of understanding is a great foundation to create situations in which everyone wins."

Hannes also tries to convey Artificial Intelligence and Machine Learning into the world of Dynamics 365 Business Central. Check out his blog for details and keep an eye out for 365 Saturday-events where he holds introduction sessions for Machine Learning.

Hannes has done work for Dynamics NAV and Business Central-projects in Germany, France, Denmark and the USA. Currently he is located in London, UK. In his free time, he studies Japanese and once or twice a year, he likes to run a marathon.

You can find more information about Hannes and his blog on his website

More about Hannes Holst