Overview of artificial intelligence (AI) capabilities in the April '19 release


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

The April '19 release delivers continued investments in AI capabilities that leverage the power of Microsoft AI research, tools, data, and the Power Platform to help organizations transform customer service, sales, and marketing functions.

AI for Sales enhancements

Whether embedded or standalone, these AI for Sales capabilities will now allow sales organizations to adapt the experience to their unique business needs. Organizations will be able to customize the experience, create and configure actions for the Relationship Assistant, and access it from Microsoft Teams. Additionally, managers will be able to customize and extend their AI for Sales reports. With predictive forecasting, managers will be able to leverage AI-based models to accurately predict their team's revenue.

The call intelligence capabilities surface customer sentiment, keywords, and conversational KPIs such as talk-to-listen ratio and speaking speed to sales managers. Using this data, sales managers can provide targeted coaching to their sellers and improve how they engage with customers.

AI for Customer Service enhancements

Dynamics 365 Customer Service Insights will become generally available with the April '19 release, with key new functionality such as enabling data connection directly to Salesforce, Zendesk, and ServiceNow, combined analytics across human and virtual agents in a single dashboard, and more.

In addition, we are releasing the Public Preview of Dynamics 365 Virtual Agent for Customer Service. Virtual Agent for Customer Service makes it possible for customer service domain experts and IT departments in companies of all sizes to create their own virtual agents. Through close integration with Customer Service Insights, support teams can identify high-volume support topics that can be automated using the Virtual Agent conversation editor without the need for AI experts, data scientists, or teams of professional developers.

Dynamics 365 Market Insights enhancements

Dynamics 365 Market Insights will enable business users to gather actionable insights based on what consumers say, seek, and feel about their brands and products.

The April '19 release will empower organizations to answer the important questions, beginning with suggesting related topics while creating searches. Data analytics will become more powerful and sophisticated by relating Bing search data with information found on social media. Additionally, alerts—an email service for daily or weekly updates—keeps users up to date on topics that matter to them.

Dynamics 365 Customer Insights enhancements

Dynamics 365 Customer Insights enables every organization to unify and understand their customer data to harness it for intelligent insights and actions. The April '19 release includes enhancements that allow organizations to unify and enrich customer data, take advantage of AI-powered experiences to cleanse and standardize customer data across sources, embed contextual customer "cards" within Dynamics 365 business process workflows, customize predictive models, build your own customer app and dashboards, and more.

Dynamics 365 Fraud Protection availability

Dynamics 365 Fraud Protection will initially focus on payment fraud protection and related scenarios in e-commerce. It will help enable an e-commerce merchant to drive down fraud loss, increase bank acceptance rates to yield higher revenue, and improve the online shopping experience of its customers.