Get responses grounded in customer insights when chatting with Copilot
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | Apr 2025 | Jul 2025 |
Business value
Understanding your customers is essential for effective engagement. With this new feature, sales reps, service agents, and chat bots can easily access unified customer insights, such as propensity to buy, customer lifetime value, recent activity, and more, when you chat with Copilot. Previously, accessing these insights in Dynamics 365 was difficult and limited by admin configurations.
Now, these insights are seamlessly integrated into your team’s workflow, giving them a 360-degree view of the customer. Key information, like recent transactions and interactions, is just a copilot nudge away, allowing your team to engage more meaningfully and make every customer feel valued. This not only boosts the efficiency of your marketing, sales, and service teams but also helps create loyal customers through personalized, impactful experiences.
Feature details
With Copilot, accessing rich insights about a lead or contact from Customer Insights - Data, like predicted lifetime value, propensity to buy, recent transactions, and interactions, becomes effortless. Agents and sellers can simply ask Copilot for information about specific customers directly in the flow of their work, gaining instant access to relevant data. Even if they're unsure of what data is available or how to discover it, Copilot provides immediate, seamless access, empowering teams to engage more effectively.
Scenario
Sarah, a sales rep at a large retail company, is preparing for an important meeting with a high-value lead, Mark. Before the meeting, Sarah wants to better understand Mark's purchasing behavior and level of engagement, but she’s pressed for time and unsure of what specific data she has access to.
Sara asks Copilot, “What’s Mark’s predicted lifetime value and propensity to buy?” and Copilot returns insights from Customer Insights - Data. It provides Sarah with Mark’s predicted lifetime value, recent purchases, and interactions with the company. Copilot also highlights that Mark has a high propensity to buy but shows a medium risk of churn based on recent inactivity.
Equipped with these insights into the flow of her work, Sarah confidently tailors her meeting approach, focusing on re-engaging Mark with a personalized offer to prevent churn. She’s able to engage him more effectively, demonstrating that she understands his needs, leading to a successful meeting and a stronger customer relationship.