Microsoft’s Dynamics 365 cloud solution, which combines ERP and CRM, enriches its AI-based tools and hosts several complementary applications, especially for retail businesses. Among the new features, Product Insights makes it possible to exploit the telemetry data reported by the connected products or services used by the customers.
A year ago, Microsoft was injecting functions based on artificial intelligence in its Dynamics 365 cloud application that combines the functionality of an ERP and a CRM tool. To better prioritize sales actions and facilitate data access for customer service, he launched Dynamics 365 AI for Sales Insights and Dynamics AI for Customer Service Insights. A few months later, in April, the Redmond publisher delivered Customer Insights to provide a 360 view of customers and identify actions that could personalize their large-scale engagement. This application, which proposed BtoC scenarios, has just been enriched with capabilities to support complex BtoB scenarios, has just announced Alysa Taylor, corporate vice president, responsible for applications. In a ticket, she explains, companies can now identify some customers as prime entities to link leads and contacts to buyer groups and account hierarchies to create segments and evaluate relationships between an account and a contact. . “Any organization, in any sector, from the leisure park to the retail trade and to the manufacturers, can effortlessly connect the data of each source of interaction and provide [to its collaborators] a single source of truth to from the external business applications they use every day, “she describes.
Harnessing telemetry data from connected products
The Dynamics 365 portfolio also hosts another application, Product Insights, this time on the exploitation of telemetry data reported connected products or services used by customers. The data reported can relate to the performance of the products or the interactions of the customers with them, the objective being, according to Microsoft, to better understand the expectations of the customers in order to offer them more personalized experiences. The publisher of Redmond cites the example of the Ecolab group, a specialist in services related to water supply and hygiene in different sectors. Ecolab helped develop the software by using it early to improve its operational efficiency on its active and proactive repair interventions. Its solutions are deployed in 3 million customers in 170 countries. On its connected dishwashers, for example, Ecolab will use Dynamics 365 Product Insights to detect abnormalities such as unusual water consumption on some models. “Now, in a matter of minutes, they can find a solution to a performance problem that used to take a lot of time or was impossible for them to discover,” says Alysa Taylor.
Deploy virtual agents without writing code
Microsoft is also announcing additional features in the Dynamics 365 Virtual Agent for Customer Service to create chatbots without writing code. Improvements in web authoring and publishing tools will in particular allow teams to develop a virtual agent on a demonstration site to test it and obtain feedback from stakeholders before deploying it on the website for clients. “Once deployed, new insights based on the AI will allow managers to monitor the performance of the virtual agent”, “Through a dashboard of customer satisfaction, customer service managers will be able to view the scores of satisfaction and the topics most frequently treated by the virtual agent. Among the users of the software,
Analyze IoT in the supply chain and in retail
Among the new features, Dynamics 365 Supply Chain Management provides analysis capabilities in the Internet of Things. It connects IoT signals from critical assets with transaction data to enable manufacturers to proactively manage their production and inventory in real time. The software, already used by the Majans snacks distributor to have better visibility on its supply chain, will also be used for predictive maintenance needs.
Finally, Microsoft has also announced two applications for mass distribution: Dynamics 365 Commerce, an omni-channel solution, and Dynamics 365 Connected Store, intended to provide visibility on the sales area in physical stores. The latter will include analyzing data from video cameras and IoT sensors to better understand and improve the in-store experience.