Microsoft Unveils Enhanced Copilot Features for Sales and Service at Ignite
Microsoft aims to enhance the productivity of sales and service teams through the capabilities of an AI copilot.During today’s Microsoft Ignite conference, the tech giant introduced a set of cutting-edge Copilot features driven by AI. These features are designed to elevate sales efficiency and enhance customer service experiences across various organizations.
The latest enhancements to Microsoft Copilot for sales and services signify a significant advancement from the initial capabilities outlined in July when Microsoft introduced its first Sales Copilot. Unlike the earlier focus solely on sales and service operations using Microsoft Dynamics, these updates represent a more extensive integration across the entire Microsoft portfolio. Users now have a smoother integration of Microsoft 365 with sources of sales and service data, surpassing the previous level of accessibility.“Since the beginning of this year, we’ve been actively incorporating copilots into all our products, spanning from Microsoft 365 to Dynamics and security,” stated Emily He, CVP for Microsoft Business Applications in conversation with VentureBeat.
He observed that customers’ response to the initial set of copilots was positive in finding the tools beneficial, but there was a challenge in dealing with too many distinct copilots. At Ignite, Microsoft is unveiling a simplified copilot experience designed to overlay all Microsoft applications.He observed that customers’ response to the initial set of copilots was positive in finding the tools beneficial, but there was a challenge in dealing with too many distinct copilots. At Ignite, Microsoft is unveiling a simplified copilot experience designed to overlay all Microsoft applications.
Distinguishing Features of the New Microsoft Copilot for Sales from the Previous Microsoft Sales Copilot
So, what sets the new Microsoft Copilot for sales apart? According to the explanation, it stands out due to its comprehensive Microsoft Copilot platform, offering enhanced power and integration with various Microsoft tools, particularly Microsoft 365 and other customer relationship management (CRM) tools.Many users, starting with Microsoft 365, appreciate the copilot experience in applications like PowerPoint, Excel, Word, and Outlook. They desire an extension of this copilot experience into Microsoft 365, incorporating customer data from CRM systems. This extension is precisely what the new Microsoft Copilot for sales delivers. It allows organizations to seamlessly utilize CRM information within Microsoft 365, facilitating the creation of emails in an integrated manner.In contrast, the predecessor, Microsoft Sales Copilot, provided a somewhat disjointed experience. For instance, during a Microsoft Teams call with a customer, users might have needed to log into a CRM system separately for data access.With the new Microsoft Copilot for sales, the integration of CRM data is seamless, covering non-Microsoft CRM data like Salesforce. Users can now inquire and receive recommendations without the need to log into their CRM system, making the process more efficient.Exploring Beyond Sales to Service
While Microsoft had a copilot for sales previously, there wasn’t one for service.At Ignite, Microsoft is introducing the Microsoft Copilot for Service technology, aiming to incorporate service information from various systems into the overall copilot experience. Similar to its sales counterpart, this service iteration will also integrate with Microsoft 365.“This is an entirely new offering,” stated He. “We’re enthusiastic about copilot for service because, in our conversations with customers, customer service emerges as a pivotal area for AI.”He emphasized that many customer service agents face challenges while interacting with customers, having to navigate through different knowledge bases on the company website, internal systems, and information in CRM and service management platforms like Zendesk and ServiceNow.With the new Microsoft Copilot for Service, agents engaged in Teams calls with customers no longer need to navigate across multiple systems. Instead, they can use natural language to pose a question, and the copilot will analyze information from various connected knowledge base sources, providing the correct answer with source links at the bottom.“It significantly reduces the time customer service agents spend navigating these diverse sources to provide accurate answers to customers,” she explained.
In recent months, ServiceNow, Salesforce, and other platforms have incorporated their own AI capabilities. From He’s perspective, Microsoft holds a notable advantage, especially with its newly integrated copilot approach.“We are aware that the majority of employees across various business functions spend a significant amount of time in their productivity tools, whether it’s Word, Excel, PowerPoint, Outlook, or Teams,” she remarked. “We have the opportunity to seamlessly integrate customer and business data into that user experience, eliminating the need for employees to switch from the tools they cherish and use the most. For other vendors, this is a more challenging task as they lack that extensive product footprint.”
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