Microsoft has published a preview of a second batch of updates to Dynamics 365 Customer Insights.
The AI-infused journey orchestration and customer data platform is set to gain new data innovations, journey and content creation enhancements in Copilot, and lead scoring improvements.
Dynamics 365 Customer Insights, which combined Dynamics 365 Marketing with Customer Insights into a single offering, was announced at Microsoft Inspire 2023 before becoming generally available in September.
Jim Nakashima, Partner General Manager in Dynamics at Microsoft, revealed the news in a Microsoft blog post: “Our AI features already assist data analysts and marketers in their daily tasks—improving data quality, unlocking data to understand customers, identifying audiences, and building journeys and content to engage customers.
“This demonstrates our commitment to promptly deliver announced product innovations offering cutting-edge solutions that boost productivity, unlock capabilities, and leverage data, effectively addressing the needs of organizations worldwide.
“As we continue to push the boundaries of what’s possible with AI, we’re delighted to give you a sneak preview of the new features releasing as part of 2023 release wave 2.”
Data Innovations
Microsoft is introducing new data capabilities in public preview, including real-time updates to customer profiles and insights, enabling businesses to quickly react to customer behaviour and better meet their needs.
Comprehensive customer data and insights are being made available to sellers in Dynamics 365 Sales and Sales Copilot. They will be able to view customer profile summaries, customer engagement, predictions, and insights to improve the quality of their conversations.
Sellers will also be able to see metrics like lifetime value, churn risk, and buying propensity to help them locate high-value opportunities and personalise conversations.
Copilot Enhancements
A journey creator has been launched in Copilot to streamline the design of customer journeys.
Now available globally in English, by simply describing the journey you want, Copilot will build it for you. You can get suggestions to create the journey on segments, communication timing, triggers, and branching options, as well as make edits.
The AI-powered segment builder, ‘query assist’, is now available to use for data and journeys, allowing both marketers and data analysts to create segments by describing them.
New customer engagement and communication streamlining features are being released, including setting quiet times, preventing duplicate emails, choosing effective customer emails, and adding your brand as an SMS sender.
To assist with content creation, ‘content ideas’ has been made available worldwide in English and seven further languages to generate customer emails, with key point sample and tone selection upgrades to maximise email quality.
