From the release of a highly-anticipated virtual assistant to insightful market research, here are some extracts from our most popular news stories over the last seven days.
Microsoft Copilot for Service and Sales Are Now Generally Available
Microsoft Copilot for Service and Copilot for Sales are now generally available.
The Copilots support employees in completing various tasks in Microsoft Dynamics 365 for Service and Sales.
Yet, the Copilots also integrate with various third-party CRM solutions, including Salesforce, ServiceNow, and Zendesk.
Across these platforms, the Copilot automates tasks to increase employee productivity and personalize customer conversations.
For instance, Service Copilot assists contact center teams by generating personalized customer replies via email, proactively serving agents with insights from knowledge bases, and summarizing contact center conversations.
There is also a free version that comes as a default within Dynamics 365 for Service and just offers the latter capability to give customers a taster of the Copilot’s benefits.
Meanwhile, Sales Copilot can also auto-generate email responses, which the sales rep may review, tweak, and send.
However, there are additional capabilities, too, such as the generation of pre-meeting customer briefs and customer opportunity sum-ups.
Further features stem from its tie-up with Teams and Outlook. For instance, via Teams, it can offer real-time suggested responses during sales meetings, and – in Outlook – it enables the auto-generation of customer communication and automatically updates CRM records. (Read on…).
Say Hello to Rufus: Amazon’s New Chatbot
E-commerce juggernaut Amazon has announced its latest foray into the virtual assistant space with the launch of shopping assistant Rufus.
It may sound like the name of a particularly fluffy puppy, but Rufus promises to transform customers’ experiences by answering questions on shopping needs, products, and comparisons.
The tool will be integrated into Amazon’s existing customer portals, and equipped with knowledge and data on its full catalog of products.
Moreover, Rufus will have access to customer reviews and community Q&As, allowing it to make informed recommendations to shoppers.
All these capabilities are on display in the video below.
Powered by generative AI, Amazon describes Rufus as an “expert shopping assistant” that will enhance the shopping experience by making it easier for customers to locate the best possible products to fulfill their needs.
Initially being introduced within the Amazon mobile app in beta for a selection of US customers, the plan is to release the assistant in waves – making it available to all US shoppers in the next few weeks. (Read on…).