Dynamics 365 with AI becomes a reality

Dynamics 365 with AI becomes a reality 2nd October 2018

Just two years ago Microsoft introduced Dynamics 365 and started tearing down the traditional silos of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). The idea was to create more intelligent, adaptable business solutions that are integrated with Office 365 and built on Microsoft Azure. What’s next?

Now, the platform is applying hyped terms like AI and Augmented Reality to real-life work situations, apparently making Dynamics 365 even more intelligent and adaptable. Read on, and you can decide whether the new features could be useful for you.

AI analysing call logs for customer service

Dynamics 365 for Customer Service is using natural language understanding to analyse what the problem is from the call logs, as explained briefly in this video with CEO Satya Nadella and Navrina Singh, Director of Business Development for Artificial Intelligence at Microsoft [1].

It seems Dynamics 365 is implementing the hyped terms AI and Augmented Reality into something useful for work

A service manager can set up a Virtual Agent to take care of a sudden surge in customer calls assisted by the AI that creates text building blocks for a conversation between the Virtual Agent and customers, which the service manager can curate.

Developers have the option to refine the AI further and train it with the help of some of the Azure AI-tools. This Autumn, Microsoft is launching a preview of Dynamics 365 AI for Customer Service. There is not a lot of technical details available yet, but you can read a bit more about Dynamics and AI at this Microsoft-site and sign up for more updates [2].

It’s not only Customer Services that is getting more intelligent; Dynamics 365 for Sales and Dynamics 365 for Market Insights are also getting more intelligent. You can read more about that on this Microsoft-blog [3].

Hololens and Dynamics 365

Do you remember Google Glass? It’s more than five years ago that Google launched its Google Glass as the Next Big Thing [4].

At the time it was seen as an impressive technical achievement to have a little screen on the inside of the glasses where you could check mail and even record your surroundings, but it quite quickly descended into a product that was looking for a purpose. What exactly were you going to do with the sci-fi-like glasses, besides turning you into a creepy peeping, maybe-recording Tom?[5].

Microsoft seems to have found an answer what to do with its own smart glasses, Hololens.

By applying it to real-world problems and integrating it with Dynamics 365, it suddenly makes sense to wear smart glasses as Hololens.

With Dynamics 365 Remote Assist it is possible to provide the right information in the right context for employees in industrial settings, factories or other places where is difficult to use laptops or other computing equipment. In this video, Remote Assist is used to troubleshoot a fault in some machinery, drawing on information from Dynamics 365 and a friendly remote working expert [6].

It all goes very smoothly and may not be an accurate representation of real life – I mean, no intermittent wifi-connection and breakup in the Skype-call? – but you can see the potential.
There is also a Dynamics 365 Layout which can help factory managers to layout the production area with new machinery and equipment as seen in this video [7].

It seems Dynamics 365 is implementing the hyped terms AI and Augmented Reality into something useful for work.

Please let us know if you could see the new features being applied in some of your work. To get updates on Curo Talent’s blog articles, reports and videos sign-up to the Curo Bulletin below.


[1] Dynamics365 AI for Customer Service
[2] Microsoft Dynamics 365 AI
[3] Announcing new AI and mixed reality business applications for Microsoft Dynamics
[4] Microsoft Adds AI, HoloLens Goggles To Dynamics 365 Portfolio
[5] Glasshole
[6] Introducing Microsoft Dynamics 365 Remote Assist
[7] Introducing Microsoft Dynamics 365 Layout

Dan Mygind

Author: Dan Mygind

Dan is a Journalist and Computer Scientist with a strong interest in technology, technology-related businesses, and the transforming effect source code can have on society.
He has worked for startups, SMEs and global IT-organisations such as IBM as a developer, consultant, and IT-architect. With a solid technology background, he has written extensively for a wide variety of publications such as Computerworld as well as writing technical white papers for Microsoft and other companies.
He is also a published author, ‘World Storytellers

Contact Dan Mygind: mygind{at}writeit{dot}dk

The views expressed are those of the author and do not necessarily reflect the view and opinion of Curo Services.

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