Dynamics 365 AI for Customer Service Insights:
The first of the three is an AI powered application for companies that have a customer service team. Typical scenarios could be the customer care service of an online retailer (returns, complains etc.), technical support of a broadband provider, or another type of call center. The idea is to give management a set of KPIs to analyze the quality of their current operating service.
Customer Service Insights consists of two technologies. The first and most obvious technology is
Power BI, which is used to generate different reports in the front-end. This design decision also opens up a basis to enhance the insights with new reports by a power user or partner company. The second technology is Natural Language Processing (NLP), which is used to analyze the incidents from the data source. This approach makes it possible to categorize multiple incidents into topics automatically. A typical situation could be that a promo code is outdated and therefore not accepted anymore. The NLP application can identify such a topic in all incidents.
Dynamics 365 AI for Market Insights:
AI for Market Insights is designed to provide an easily accessible analysis of brand-related activities in social networks and search engines. A sales team could use this tool to identify growing demand in certain markets for a product or create discounts for markets in which the activity of a product is weaker. A marketing team could benefit from this application as a tool to analyze the general perception of the brand from online discussions. The application can connect automatically to the major social networks like Facebook, Twitter, and Instagram (among others), which requires a valid account for each social network available.
The technology behind the analysis consists of natural language processing and machine learning. The application can analyze written text and extract keywords. These keywords are used by a machine-learning algorithm to determine the sentiment behind the message (yes, emojis are considered!). This information will give the user an overview of the “current status of overall feelings” with which the brand associated with. The application captures further useful information details like which topics are driving the conversation about your brand, age, location, top critics, top fans, and language among other things.
Dynamics 365 AI for Sales:
The third and final one is Dynamics 365 for Sales. Microsoft designed this application with two roles in mind. The first role is the seller (or sales agent), whose job it is to initiate, negotiate, and finalize sales with customers. The goal of this application is to help a seller to analyze the overall communication with the customer (who and when did they talk with the customer, current health score of relationship, etc.), a lead analysis (which lead might have the best chances to generate a sale?), an opportunity analysis, and a list of a potential conversation starter. The second role is the sales manager. Dynamics 365 AI for Sales is designed to provide analytical information about the sales manager’s team. For this, the application provides reports about business and team performance and a customer call analysis.
Dynamics 365 AI for Sales is based on Dynamics 365 for Sales which is the CRM application in Microsoft’s Dynamics 365 product family. It is necessary to have a subscription for the Sales application and additionally a user-based subscription for the AI application.
The application can connect to Dynamics 365 for Sales, Exchange, and LinkedIn to analyze the customer activity and to score the communications (using a machine learning algorithm, most likely). I assume also that ML is used to predict the sentiment in all conversations to add this to the overall health score. The sales manager will also be able to analyze calls using AI for Sales. Microsoft integrates Natural Language Processing technology to translate speech into text. Using the text, it is possible to identify sentiment, often-used keywords, mentioned competitors, and the performance of the seller (to determine necessary coaching).
Source: https://cloudblogs.microsoft.com/
Global iTS is a leading Microsoft Dynamics 365 ERP and CRM Partner with offices all over GCC (Bahrain, Saudi Arabia KSA, Oman “Muscat”, UAE “Dubai”, and Kuwait), with domain expertise in Financial Services Sector Digital Transformation like” Retail Banking, Commercial Banking, Insurance Providers, Private Equity, and Investment Banking.
