86 FEATURE AI-powered identity management, and then deliver tailored content such as emails based on this, leading to more relevant experiences for customers, and time savings for employees. In 2023, financial services company Virgin Money worked with Microsoft to create the Redi personal assistant, using Copilot Studio and data from Dynamics 365. Following the success of the solution, it was recently expanded to more customers. Redi allows customers to ask questions at any time of day, and get personalised responses based on the organisation’s bank of data that is stored in Dynamics 365. According to Adam Paice, head of digital proposition at Virgin Money, “it made sense to use Microsoft Copilot Studio to surface that information to customers”. Since its launch, Redi has handled over one million interactions, with over 90 per cent of customers getting what they need from the chatbot. The remaining 10 per cent are not stranded, however, and if they require further help, Redi can then pass them on to a live agent, who will be able to see all previous communications up to that point. This benefits employees by giving them more time to focus on other tasks whilst also making sure they can jump in to help when needed without breaking the flow of the conversation. As a result, customers end up happier and more satisfied that their problem was solved efficiently. Next, Virgin Money aims to introduce generative AI to Redi. “By introducing this, we can enable customers to ask additional questions, even midway through an action, to keep them more informed and help them further. We’re already working with Microsoft to introduce this as part of Redi’s next evolution,” says Paice. Operational elegance Streamlining communications is only one piece of the puzzle, however, and organisations also need to have the agility to tackle operational fluctuations and make decisions fast. “The way we do business keeps fundamentally changing,” says Francois van Splunder, director of product marketing for supply chain at Microsoft. “New business models disrupt the way companies sell products and services, blurring industry lines and transforming customer experiences. “The arrival of generative AI brings hope of renewed promise. AI is elevating performance and creating advantages for those who understand how to apply it to data-centric systems like ERP platforms.” There are a range of AI and generative AI-powered tools available to support organisations in every stage of their operations. For example, production teams can use Dynamics 365 Supply Chain Management together with information on external issues such as weather updates from the news module within the solution, and then use Copilot to generate email outreach that notifies suppliers and other relevant teams with information on updated arrival times, re-route options for orders or alternate distribution centres available for high-priority customers. Meanwhile, technicians on the frontlines can use Copilot in Dynamics 365 Field Service to set up automated service reminders, quickly search lengthy product manuals to find relevant answers and solve issues quicker and create a seamless data flow with Dynamics 365 Business Central for wider visibility. One firm that recently reaped the benefits of these solutions is City Facilities Management, which provides maintenance services for retail and grocery stores worldwide. After its US team found that its systems were lacking a common data source that resulted in limited visibility and collaboration, it decided to adopt Dynamics 365. The rollout, which started in May 2024, is still underway, but team members in every department have already noticed improvements to daily business processes. For instance, same-day completion of work orders has increased from 66 to 83 per cent thanks to the Resource Scheduling Optimisation add-in for Field Service. “Now we have more control and agency over things that really impact our business,” says Adam Tessier, finance supervisor at City Facilities Management US. “Dynamics 365 allows us to customise views around daily workloads, create new goals with data we never “ The arrival of generative AI brings hope of renewed promise” FRANCOIS VAN SPLUNDER, MICROSOFT
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