Table of Contents
Introduction
This blog explores how AI-powered Customer Insights leverages machine learning (ML) and Copilot to enhance customer experiences. Whether you’re a business leader, data analyst, service associate, or marketer, you’ll gain actionable insights into the latest AI features in Dynamics 365 Customer Insights and Journeys.
According to Microsoft, 91% of customers are likelier to engage with brands that recognize their preferences and offer personalized recommendations. Many organizations are adopting a customer-journey-focused AI-powered approach to meet their demand. The latest AI Consumer Insights and ML capabilities in Dynamics 365, enabled through Copilot, deliver real-time, data-driven personalization that drives impact.
Let’s get started!
Understanding AI in Dynamics 365 Customer Insights and Journeys
Microsoft’s Dynamics 365 Customer Insights combines customer data platforms with journey automation to deliver advanced customer insights AI features. These tools help analysts and marketers improve data quality, identify customers, design personalized journeys, create content, and understand consumer behavior.
To AI in Dynamics 365 Customer Insights offers context suggestions and relationship analytics to identify key stakeholders and strengthen connections at scale.
Machine learning further enhances message delivery by enabling deep insights and detailed customer profiling.
Companies like Kodak Alaris have achieved cost savings by leveraging Customer Insights AI.
“With the use of AI-enabled features in Dynamics 365, we believe we can provide a better experience for our team, partners, and customers.”
How Is AI in Dynamics 365 Customer Insights and Journeys Improving Customer Experiences?
Every customer interaction — whether adding a product to a cart or signing up for a trial — provides valuable signals. Interpreting and acting on these signals in real-time is essential to delivering relevant experiences and driving business results.
A TEI Forrester Study on Microsoft D365 Customer Insights found that companies using the platform reduced customer journey build time by 75% and outreach and reporting by 25%. These results demonstrate the value of leveraging customer insights AI to streamline operations and enhance engagement.
Below are key features that use AI consumer insights and Generative AI to improve customer journeys.
1. Real-Time Information Capabilities:
Dynamics 365 Customer Insights—Data enables real-time personalization for both known and anonymous users.
By Integrating personal data, customer segments, and metrics like lifetime value, customer insights AI helps deliver timely, relevant experiences based on recent interactions.
2. Personal Profiles of Customers:
AI consumer insights in Customer Insights consolidate and enrich customer data across all touchpoints. Sellers can have hyper-personalized discussions and easily find high-value prospects with metrics like lifetime value, churn risk, and purchasing propensity stated directly on the page where they are working.
- Customer lifetime value (CLV)—This metric allows you to forecast prospective income from engaged customers over a given time frame. Businesses must comprehend what CLV stands for. These models work best when you forecast results based on transactions. Run trial and error a few times to see which model works the best for you because products and services vary from one company to another.
- Subscription churn–Analyzes client behavior to identify at-risk individuals who may cancel their subscriptions. You can configure numerous entries for a customer ID and pipe in data from subscriptions.
- Transactional churn—Businesses can use these models to determine whether consumers will cease buying their products after a certain amount of time has passed.
- Sentiment analysis—Knowing how clients feel about your business is easy with sentiment analysis. Organizations also utilize it to find out what is doing well and where they may make improvements.
3. Workflows:
Personalized Journeys Using Copilot in Dynamics 365 Customer Insights and Journeys
1. Journey Creator:
Copilot’s “Journey Creator” simplifies customer journey design. Just describe your journey path in plain English, and Copilot builds it automatically. It also offers suggestions on journey segments, triggers, communication timing, and branching options — empowering you to adjust confidently.
2. Query Assist:
Query Assist is an AI-powered segment builder in Dynamics 365 Customer Insights – Data and Journeys. Marketers and analysts can create complex segments using simple language. The tool interprets intent, validates outcomes, and streamlines segment creation.
With Customer Insights AI, you can enhance client interactions using built-in tools such as:
- Quiet periods to manage communication timing
- Duplicate email blocking
- Smart selection of optimal contact addresses
- SMS message enablement for direct outreach
3. Content Creation with Copilot :
Copilot in Dynamics 365 Customer Insights enhances marketing efficiency with AI-driven content tools:
- Content Ideas: Create engaging emails in multiple languages within minutes.
- Content Rewrite: quickly refine tone, style, and messaging across emails, texts, and push notifications.
- Add Images: Automatically recommend relevant visuals from your library to support campaign content.
- Design themes: Apply consistent branding across emails, forms, and event sites using stored design profiles.
These features save time and ensure brand consistency while maximizing engagement.
See what Customer Insights AI Can Do for You!
Discover how Customer Insights AI can personalize customer journeys, automate content, and drive meaningful engagement. Contact our experts to explore the platform’s full capabilities.
Request a DemoLatest AI features in Customer Insights and Journeys: 2024
Dynamics 365 Customer Insights – Journeys now offers several new AI features, such as:
1. The Smart Scheduler:
Note: Smart scheduler is disabled by default when you first install Customer Insights – Journeys. You can configure privacy settings to ensure compliance with data regulations.
2. Data Prep Report:
The Data Prep Report evaluates your data quality and provides actionable recommendations to improve it. Backed by AI-powered customer insights, this feature helps you optimize the effectiveness of your marketing strategies.
How does this feature work?
The data prep report provides the following features and capabilities:
- A synopsis of your data quality that is created by AI.
- A general assessment of the data’s quality.
- A pre-generation assessment of the preparedness of each sort of insight supplied.
- A comprehensive breakdown of data quality problems, broken down by data quality pillar, impact severity, and insights affected.
- Practical recommendations for enhancing the quality of your data so that you can make full use of the insights provided by Customer Insights – Data.
Learn how you can transform your data into insights: Transforming Data into Insights: Reporting and Analytics in Dynamics 365 for Marketing.
3. Dialog with Data:
How does this feature work?
Integrating data into your conversation might be beneficial for you:
- Find out things like the gender breakdown of your clientele by asking them specific questions designed to elicit information about their profiles.
- Discover the location of your most valuable consumers and other details about their preferences, habits, and purchases by asking them the right questions.
- Get extra data on clients that is automatically created based on your query to help you learn more about your consumers.
- Receive automatically produced questions to unlock deeper inquiry beyond your first query.
- The goal of Dialog with Data is to let end users (e.g., salespeople, marketers, and service agents) understand and better serve consumers without using IT or other tools.
Get a Competitive Edge with Customer Insights AI
Experience firsthand how Customer Insights AI and Copilot can help you deliver personalized, data-driven customer journeys. Speak with our experts or request a free demo today to get started.
Request a DemoConclusion
Great customer service no longer needs friendly faces and personal encounters. Customers want the same level of personalization while shopping online as they do when in-store, which is particularly relevant in this digital age. 66% of customers are prepared to stop buying from a company if they feel they are just another number.
If you’re looking for a partner or a team of Dynamics 365 consultants who can help you navigate setting up your customer journeys or AI in Dynamics 365 Customer Insights, AlphaBOLD is here to help
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