CRM business summit.
Dynamics 365 Customer Engagement and Power Platform.
Several features look to improve overall usability both passively (i.e. nicer interface to use) and proactively (more use of artificial intelligence and automation). These include:
Dynamics 365's new Virtual Assistant for Customer Service will be introduced for general availability starting from October 2019.
Conversational AI is a massive growth area around the world, though perhaps still underappreciated in New Zealand is its potential for genuinely improving business. The problem to date has been that building conversational AI (aka chatbots) from the ground up using tool kits has cost a lot and taken a long time, and companies have been bogged down in attempts. New generation AI platforms are abstracting this complexity away from tool kits and into platforms that allow more of the conversation to be built with less and less development required.
The Dynamics 365 Virtual Assistant looks to be a great upcoming option for organisations to significantly reduce the volume first-tier support questions, freeing up human time for more complex queries.
As described above, one of the traditional problems facing companies wishing to adopt and use AI tools has been that they’ve been very much tools in tool kits. You still needed some technical skill base to take them and apply them to business problems, usually involving a bit of code to do so.
The new AI Builder in PowerApps (currently in preview, slated for release to general availability) abstracts away this complexity and provides initially four AI services with which you can create and train models, then use these models inside your own apps you build in PowerApps.
Initially you can use these models you build inside canvas apps you build in PowerApps. However, the lines between canvas apps and model-driven apps are set to blur in future, massively increasing flexibility…see our blog item below.
Learn more about this and what it means in our blog article here. Pretty big stuff.