Overview of Artificial Intelligence (AI) capabilities in Dynamics 365 October '18 release

These release notes describe functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

The October '18 release delivers AI capabilities that leverage the power of Microsoft AI research, tools, data, and the Power Platform to help organizations transform the customer service, sales, and marketing functions.

These AI capabilities are:

  • AI for Customer Service. In Public Preview in October '18, Dynamics 365 AI for Customer Service Insights gives you actionable insights into critical performance metrics, operational data, and emerging trends from your Dynamics 365 Customer Service organization.

    Built-in dashboards, interactive charts, and visual filters provide views into support operations data across channels, and highlight areas for improvement that can have the greatest impact, helping you quickly evaluate and respond to key performance indicators (KPIs) and customer satisfaction levels.

  • AI for Sales. The October '18 release of Dynamics 365 AI for Sales includes a seller experience to help salespeople identify colleagues who can introduce them to leads, start conversations with leads by extracting potential talking points on topics such as sports, health, family, or entertainment based on past communications, perform the right actions by analyzing notes, and more.

    Additionally, with predictive lead scoring and predictive opportunity scoring, salespeople prioritize the right relationships, achieve higher lead qualification rates, and reduce the time that it takes to qualify leads or close opportunities.

    In Public Preview in October '18, the Dynamics 365 AI for Sales sales manager experience proactively provides actionable insights from sales data, including a home page with answers to the most common questions about team performance, natural language processing-based Q&A for asking questions and receiving reports from sales data, predictive lead scoring, opportunity pipeline analysis, team performance analysis and individual scorecards, richer sales activity reports using relationship analytics to connect data from Microsoft Exchange and Dynamics 365 graphs, and more.

    More information: Dynamics 365 AI for Sales

  • AI for Market Insights. In Public Preview in October '18, Dynamics 365 AI for Market Insights enables organizations to understand and interpret what customers say, do, and feel about their brand and products by synthesizing activity and data from proprietary search and browse signals, and public social signals. The solution provides a simple first-run setup experience to set up searches for keywords, and then loads historical data to deliver instant insights.