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.
When teasing the launch of Copilot for Sales in July during last year’s Microsoft Inspire event, Satya Nadella, Chairman & CEO at Microsoft, said:
"Whether you’re responding in email or a Teams meeting, you get to stay in the flow with the customer and ground that activity of customer interaction with CRM.
"[You are] able to complete your task without having to go out of bounds to your system of record. That’s the dream we’ve been waiting for a long time.
I think every SaaS application category is going to be fundamentally rewired because of this capability.
The Service and Sales Copilots are now available for $50 per user/month. They come as part of a bundle with the Copilot for Microsoft 365 license.
However, businesses that have already implemented Copilot for Microsoft 365 may add Service or Sales Copilot for an extra $20 per user/month.