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- There are a lot of moving parts when it comes
to closing sales deals quickly and efficiently,
whether that's accessing deep data in your CRM systems
or other manual tasks that slow the process down.
Today, we'll take a look
at the new generative AI-powered Sales Copilot,
which provides an intelligent natural language interface
to all your sales data in CRM systems like Salesforce
or Dynamics 365, and connected external data sources.
I'll demonstrate how Sales Copilot generates insights
and content in the flow of work with skills that help you
with everyday tasks in Microsoft 365
or embedded within your Dynamics 365 Sales experience.
Importantly, I'll unpack the mechanics
of how Sales Copilot works safely with your data,
and walk through some of the key admin steps
to set up Sales Copilot.
I mentioned that Sales Copilot works with your CRM systems.
So let's start by looking at Sales Copilot in action
with Salesforce and Microsoft 365.
Here I'm in Outlook.
This email contains an update to an opportunity.
A customer has shared a detailed overview
of their expansion plans.
Watch as Sales Copilot is able
to quickly summarize the key points
from the email and the related opportunity
so you have the appropriate context
while working in Outlook.
It can even draft a response automatically
by using the context within the email
in addition to relevant data retrieved from the CRM system.
And to personalize things further,
it provides options to adjust the tone
and proactively suggests other potential actions,
such as setting up a meeting based on calendar availability.
Or you can just choose to copy the email text
with all the included details and send it.
Now let's switch gears to a direct engagement
and an example where we're working with a customer,
and have recently met them in an online meeting.
The meeting was run using Microsoft Teams
with live transcription.
The discussion covered the opportunity summary
and walked through all the latest activities.
And you can see Sales Copilot was able to build a recap
for the meeting.
It generates a summary of all the highlights and actions
from the meeting
to help make sure important details aren't missed.
At the bottom, you can see the power of AI.
It provides a great meeting timeline
with auto-generated chapters
and even a minute-by-minute measure of sentiment
with meeting participants.
This is information that can be taken
into account as you build a summary with follow-up actions.
There's also a mentions tab
that lets you very quickly hone in
on specific topics discussed and their frequency,
people who were mentioned, key questions, and more,
all automatically captured during the conversation.
Then as you continue to work the opportunity,
Sales Copilot continues to assist.
Back in Outlook, while responding to an email,
Sales Copilot can nudge you to put it to work.
In this case,
helping to draft a response that summarizes the meeting
and specific actions.
So that was the experience of Sales Copilot with Salesforce
and everything I demonstrated works the same
with Dynamics 365 Sales.
Now, let me show you additional things you can do
with Sales Copilot within Dynamics 365 Sales.
Here, its generative AI capabilities are embedded
within the Dynamics 365 Sales experience.
This lets you easily check in on sales performance,
find opportunities to focus on
and get a quick snapshot of all your opportunities.
And once you're informed, you can jump right in.
This particular opportunity is summarized with details
from several references to indicate recent activity
and highlight risks.
This makes it easy to stay on top of the deal
and identify important actions to move forward.
Everything I've shown you makes the sales process
way more efficient for everyone involved.
Let me explain how Sales Copilot is able
to securely access the information it needs
to inform its responses.
The Sales Copilot system comprises the large language models
hosted in Azure OpenAI,
along with the Microsoft Graph,
comprising user level activity data,
and Microsoft 365 app experiences,
and connects to your sales data in CRM systems
from either Salesforce or Dynamics 365,
as well as connected external data sources
using Power Platform connectors.
Now, you might be wondering how Sales Copilot knows
what information to present to users.
As users prompt Sales Copilot,
CRM data is only made accessible based
on each user's identity and what each user
is individually permitted to access.
In other words, two users with different privileges
and identical prompts
will get different generated responses based
on their individual access to information.
Sales Copilot can never grant access to a resource
or data source that the user doesn't have access to,
and this applies to AI-generated suggested prompts as well.
Now, let me explain how Sales Copilot establishes
the right grounding data to generate useful responses.
Sales Copilot starts with the prompt
and using a process called retrieval augmented generation.
It orchestrates the retrieval of information
from the Microsoft Graph.
That includes email messages,
calendar info, and metadata,
together with your connected CRM system
that's storing customer and opportunity information.
As you saw, Sales Copilot also comes
with various AI-generated skills.
These guide Sales Copilot to curate information required
as part of multi-step tasks,
like making a proposal where customer
and opportunity information might need to be retrieved
from different locations
using Sales Copilot's orchestration layer,
together with predefined logic.
And information retrieved is then assembled and presented
to the LLM, giving it temporary external knowledge
to ground it in combination with what it already knows
so that it can generate an informed response.
Then before any response is presented to the user,
post-processing also removes hallucinations
and filters unwanted content
to ensure an appropriate response is provided.
Importantly, information presented
to ground the large language model stays separate
to the large language model.
It's not used in any way to train it.
In fact, Sales Copilot
follows Microsoft's documented practices
for responsible AI.
And of course, all services are designed
to meet regulations required
in your country, region, and industry
in the same way that other Microsoft cloud services do.
Now, let's switch gears to getting everything set up.
Many of the steps are the same
if you use Salesforce or Dynamics 365 Sales.
From the Microsoft 365 admin center, you can start
by assigning the required Sales Copilot licenses.
Next, from the integrated apps page in settings,
you'll deploy the Sales Copilot Outlook add-in
for those capabilities to work.
And from the Teams admin center,
you'll need to ensure the Sales Copilot app is allowed.
Then from Teams apps, under setup policies,
you'll create a policy for your sellers.
Then pin the Sales Copilot app as you can see here.
Next, for the Teams meeting summary I showed,
from meeting policies, you'll need to ensure
that meeting transcription is enabled.
Finally, Sales Copilot
has additional administrator settings
that only service admins
with sufficient permission have access to
using the Microsoft Teams app, not the admin center.
From Sales Copilot,
you can optionally customize your seller's experience
in Outlook and Teams using customized forms and fields.
Next, for the Dynamics 365
embedded Sales Copilot experiences,
there are a few extra things for app admins to configure.
From the app settings area in Dynamics 365 Sales,
you can enable Sales Copilot
for Sales Hub and/or any other application module.
Here, you can also opt in to try preview features.
And from the advanced Sales Copilot settings,
you can refine the data which will be shown
in summaries or checked for recent changes,
including customized fields
to ensure Sales Copilot generates responses aligned
to your specific needs.
Now, something I haven't shown you yet is how external data
from non-CRM applications is experienced
within Sales Copilot.
Here's a first look at how you can bring insights and data
from your favorite partner applications contextually
into Sales Copilot, be it updates on signing the agreement
with DocuSign with a deep link to the source
as you can see here, or even pricing intelligence
from PROS Smart CPQ as you build a quote,
also linking to the source.
As mentioned, to bring external data to Sales Copilot,
you'll use Power Platform connectors.
So that was a quick tour
of how Sales Copilot can optimize the sales process
using generative AI and how everything works.
For more information, check out aka.ms/SalesCopilotDocs
and to stay updated on monthly releases,
check out aka.ms/SalesCopilotUpdates.
Keep watching Microsoft Mechanics
for all the latest AI updates, and thanks for watching.
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