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Enhance clienteling with Copilot customer insights

Enabled for Public preview General availability
Users, automatically Jun 20, 2024 Mar 7, 2025

Business value

Copilot helps store associates personalize shopping experiences for customers by providing real-time insights into customer preferences and behaviors right in the store. It analyzes purchase history, clienteling notes, product recommendations, and more to deliver precise, actionable insights. With rich contextual information available directly inline, you can connect with your customers on a deeper level without having to switch focus. You see the impact in satisfied customers who keep coming back for the personalized touch only you can provide. With Copilot, you're not just selling products; you're crafting experiences that resonate with each individual shopper.

Feature details

With Copilot, you get insights about your customers’ preferences, including their favored categories and price points, as well as the store locations they frequent.

  • Preferred categories and basket analysis: Copilot analyzes your customers’ purchase history to identify the types of products they love. Whether they gravitate toward high-end electronics or are frequent buyers of eco-friendly products, you know exactly what to recommend next. Plus, Copilot understands price sensitivity, helping you suggest items that not only match their interests but also their budget.

  • Preferred store location preferences: Understanding where your customers prefer to shop is crucial. Copilot tracks this data, allowing you to tailor your approach based on whether they’re local regulars or out-of-town visitors looking for something special.

  • RFM analysis: Recency, frequency, and monetary value (RFM) analysis is a cornerstone of customer segmentation. Copilot performs this analysis on your customers’ transaction history and segments them into groups based on their shopping behavior. With this segmentation, you can prioritize your attention and offers to those who are most engaged with your store.

  • Summarized timeline of customer activity: Keeping up with every interaction can be overwhelming. Copilot summarizes the timeline of each customer’s activity. At a glance, you can catch up on their past interactions, making it easy to continue the conversation where it left off or to provide a personalized follow-up.

When you leverage these insights, you’re not just selling products; you’re building relationships. Copilot doesn’t replace your expertise—it enhances it, giving you the tools to create memorable experiences that keep customers coming back.

You can disable and reenable the customer insights feature by using the profile functionality that maps to your store channels. This feature is available in the Dynamics 365 Commerce 10.0.41 release. It's also available in the Commerce 10.0.38, 10.0.39, and 10.0.40 releases through proactive quality updates (PQUs) to help facilitate adoption.

Screenshot of Copilot-generated customer insights on the customer details page in Store Commerce

Geographic areas

Microsoft Azure will release this feature into the following geographic areas:

  • Germany
  • Norway
  • Singapore
  • South Africa
  • Switzerland
  • United Arab Emirates
  • US GCC
  • US GCC High
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France
  • Korea

Additional resources

Customer insights by Copilot (docs)