In this article, we use the term AI helpers as an umbrella term for the new intelligent features in Dynamics 365. They include both AI agents and AI assistants. AI assistants collaborate by suggesting next steps, generating text, finding information—and helping users make quick, informed decisions.

AI agents work independently in the background. AI agents can perform tasks and make decisions on their own, based on data and goals. Watch the video: Competitive advantage with AI agents

We have summarized the most important new AI features in the Dynamics 365 modules:

Sales

The sales module in Dynamics 365 is getting autonomous AI assistants that work around the clock—24/7. It is also getting a new, cleaner interface where AI-generated information is the first thing you see. A specific AI agent, Sales Qualification Agent, automates much of the work involved in qualifying new sales opportunities.

Business value: Salespeople spend much less time on administrative work and manually searching for data—and have more time to focus on high-potential leads and close more deals faster.

Customer Service & Contact Center

The service will gain AI-powered automatic case assignment. The Copilot features will be enhanced, making it easier to manage cases and navigate knowledge bases.

Benefit for users: Less need for manual work allocation. Customer service agents get help finding the right information and writing good responses faster, resulting in faster case resolution and better service.

Field Service

AI assistants for scheduling, better tools for setting up jobs, and generally improved mobile usability are being launched. One such assistant, Scheduling Operations Agent, continuously optimizes technicians’ schedules.

Impact:  Organizations can deliver smarter and faster field service. The system automatically optimizes technician schedules as things change throughout the day.

Customer Insights

Copilot and the AI assistants gain access to unified real-time customer data across systems. This makes it possible to create tailored, AI-powered customer experiences that feel personal—at scale.

Benefit: Teams can use the information directly where they work - across all customer touchpoints. This will increase customer engagement and sales.

How can you get value from new features?

Would you like to take a closer look at how the new AI features can be used in your organization? Contact us for a chat.