3 Big Ways AI Will take Dynamics 365 to another level

What does AI (Artificial Intelligence) bring to the table for Dynamics 365? During Ignite 2017 Microsoft announced that AI would continue to be infused into a number of products including Dynamics 365. Source: Steve “Guggs” Guggenheimer’s blog 

I’ll take a look at what AI is and how it could take Dynamics to the next level. Microsoft are no fools, AI is here and they know it will only get bigger, just a brief look at some of the stats backs up this point of view

  • By 2018, 75% of developer teams will include AI functionality in one or more application or service.
  • By 2025, the artificial intelligence market will surpass $100 billion.
  • A 2016 survey reported that 58% of enterprise business executives are already using predictive analytics within their organizations.
  • 61% of those who have an innovation strategy said they are using AI to identify opportunities in data that would otherwise be missed. Only 22% without a strategy said the same.
  • By 2020, 85% of customer interactions will be managed without a human.

Source: CMO 

What is AI?

AI (pronounced AYE-EYE) or artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning (the acquisition of information and rules for using the information), reasoning (using the rules to reach approximate or definite conclusions), and self-correction. Particular applications of AI include expert systems, speech recognition and machine vision. Source: BBC

Margaret Rouses article provides much more detail on the different types of AI and it’s possible uses across industries.

How will it change us?

The first thing to say it’s here already, here’s just two examples

  • Siri, apples personal assistant, helps us search the internet and add appointments to our calendar. However, machine learning technology enables it predict and understand our requests.
  • Netflix uses predictive technology, based on billions of records, to suggest films you might like.

Source:​ Forbes 

AI, like many technologies, gradually enters all parts of our lives rather than via a Big Bang. This approach helps people adjust to the technology and developers adapt it accordingly.

A lot of people would be nervous about jumping into a driverless car today, so many cars have started to integrate different aspects of the technology from automatic breaking and parking to bringing you back into your lane if you stray to close to the edge of it.

This way of delivering the technology is already happening with other Microsoft products. Cortana, similar to Siri, is a personal assistant that grows and learns with you. Skype now has a built in translator so people can speak real time across countries.

How could AI take dynamics to the next level?

The opportunities seem endless, it could:

  1. Provide customers with solutions, based on experience learned from previous contact, and automated follow ups
  2. Close the deal by identifying the best time to follow up a lead or automatically move customers through a process more suited to their needs
  3. Use big data to automatically surface information to help identify different customer behaviour that could prevent complaints or increase satisfaction

It appears that this is just the tip of the iceberg, AI will gradually work its way into nearly every part of our lives. From a crm perspective it’s a great opportunity to provide a proactive, personalised service for customers. A system that automatically guides and supports users during the contact will also increase adoption. However, your data needs to be pretty robust for all of this to work smoothly. So perhaps the best thing to do at the moment it might be worth focusing on this until the real potential of AI really starts coming to light.

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