How Dynamics 365 CRM Is Adopting Copilot

• Two Copilot offerings, Dynamics 365 Copilot and Microsoft Sales Copilot, provide natural language interfaces to automate many sales and service agent activities.
• Copilot is a brand for AI and chat-based UIs in various Microsoft products: no single Copilot technology works across all products, and the various products’ Copilots do not work together.
• AI-based features should be approached cautiously, as reliance on AI features can introduce risk and potentially stifle innovation.

Dynamics 365 CRM is releasing AI-based features under Microsoft’s Copilot brand. Many of the Dynamics 365 AI and machine learning features now under the Copilot brand were already available or in preview. Consequently, what is new is the natural language interface that Copilot brings, which allows users to access Dynamics 365 CRM features more easily than using the traditional menus. There are many benefits to using AI features, such as faster user responses, better suggestions, and improved insights. However, many Copilot features use advanced AI features that generate results from a variety of data sources, which means customers should implement new policies and procedures to monitor results and ensure they do not open the organization to privacy and regulatory risk.