During his recent Ignite conference, Microsoft made a wide range of announcements, many of which focused on the emerging capabilities of its AI agents, driven by Copilot. Dynamics 365 is an essential platform for Microsoft customers and partners who will benefit from these advances in agentic AI.
Microsoft has introduced 10 new autonomous agents in D365 that will roll out in public preview between late 2024 and early 2025. Collectively, they cover sales, services, finance, and supply chain use cases. Below, I’ll explain what the new agents are and how they allow D365 users to pivot and focus on higher value tasks.
Sales Qualification Agent: Analyzes and prioritizes inbound leads and creates personalized sales emails to start or improve relationships.
Sales Order Agent: Designed for Microsoft Dynamics 365 Business Central, it automates the order-taking process, even communicating directly with customers.
Supplier communications agent: Manages supplier relationships, working with suppliers to confirm deliveries and overcome potential setbacks in an effort to prevent supply chain disruptions.
Financial Reconciliation agent: Designed for data preparation and cleansing, it makes it faster and easier to organize data for financial reporting engagements.
Account Reconciliation Officer: Designed for accountants and controllers, it accelerates the financial close process by automating transaction clearing and reconciliation between a company’s subsidiary ledgers and its general ledger.
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Time and Expenses Officer: Responsible for managing time entry workflows, tracking expenses and approvals, it streamlines the invoicing process and helps organizations manage budgets.
Customer Intent agent: Identifies the intent of existing and previous customer conversations, and maps issues and associated resolutions into a managed library.
Customer Knowledge management Agent: By constantly analyzing case notes, transcripts, summaries and other documents, it ensures that knowledge articles are always up to date.
Case Management Officer: Service personnel can use this agent to automate common case management tasks, including creation, resolution, tracking, and closure.
Planning Operations Officer: Provides dispatchers with a means to deliver dynamic, optimized schedules to field service technicians.
Final Thoughts
Although each of these agents has a specific use case, they all share a unifying trait: autonomy. This autonomy allows them to detect and resolve issues and provide users with the time and flexibility to focus on critical tasks.
“These new agents are designed to help sales, service, finance and supply chain teams drive business value – and are just the beginning,” said Bryan Goode, vice president of Microsoft , business applications and platform, in a blog article on the launch of the D365 agent suite. “We will be creating many more agents in the coming year that will give clients the competitive edge they need to help future-proof their organizations.” »
Microsoft is also keen to emphasize that this fleet of D365 agents will operate to the highest security and governance standards. “Agents who join Dynamics 365 meet our core commitments to security, privacy and responsible AI,” Goode said.
With so many business processes accessible through D365 likely to be impacted by the launch of this comprehensive agent list, users will no doubt be eager to see these security provisions in action. Perhaps this could be the catalyst that encourages widespread adoption.