On Demand Webinar - Copilot in Dynamics 365 Marketing

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Ragavendra Prasad
Hello, thanks for joining the session and thank you so much for your time today.

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Ragavendra Prasad
Are you a marketer struggling to keep pace with the ever growing demand for personalization?

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Ragavendra Prasad
Then look no further than dynamics 365.

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Ragavendra Prasad
Customer insights previously dynamics 365 marketing with its built-in AI assistant copilot.

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Ragavendra Prasad
Today I will be conducting an insightful webinar on leveraging copilot in Dynamics 365 customer insights application to revolutionize your marketing strategies.

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Ragavendra Prasad
Let's discover how Copilots advanced AI capabilities can streamline your campaign management, enhanced customer engagement and drive better results.

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Ragavendra Prasad
Let's learn best practices.

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Ragavendra Prasad
See live demonstrations and also get tips on maximizing this potential of the powerful tool to stay ahead in the competitive market.

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Ragavendra Prasad
So don't miss this opportunity to elevate your marketing efforts with this cutting edge technology.

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Ragavendra Prasad
Well, this is the agenda for the next 20 to 30 minutes session.

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Ragavendra Prasad
So firstly, I'll quickly introduce myself and I'll give a very quick one liner about what is copilot.

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Ragavendra Prasad
We'll also look at an overview of customer insights copilot with key features and capabilities of copilot, followed by a live demonstration scenario.

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Ragavendra Prasad
So my name is Raghavendra Prasad and I work as a senior D365 customer engagement consultant with HO&C.

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Ragavendra Prasad
I'm currently based in Melbourne, Australia and I carry around 10 years of dedicated D365 customer engagement application projects delivery experience.

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Ragavendra Prasad
Right.

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Ragavendra Prasad
So just before we step into the details of copilot for customer insights, let's quickly understand what is copilot.

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Ragavendra Prasad
Although there are a lot of buzz on news happening in the IT world about copilot, in case you've missed to hear it, this one is for you.

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Ragavendra Prasad
Essentially, copilot is a Microsoft AI driven assistant that helps users with productivity, collaboration, and content creation.

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Ragavendra Prasad
It assists you with various tasks to improve your creativity by communicating with it using natural language, and takes that unproductive, repeated work of your plate.

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Ragavendra Prasad
So copilot can help you determine, guide and use the output generated by to support your day to day activities.

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Ragavendra Prasad
You have difficulty in understanding what customer insights is.

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Ragavendra Prasad
Let me quickly explain about it.

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Ragavendra Prasad
Dynamics 365 customer insights is a marketing platform that empowers businesses to create a unified customer experience.

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Ragavendra Prasad
It goes beyond traditional marketing tools by leveraging AI to unlock deep customer insights and automate marketing tasks.

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Ragavendra Prasad
With Heidi and natural language input assistance, business users can build trigger based journeys that reach customers across multiple touchpoints.

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Ragavendra Prasad
Growing relationships from prospects through sales and support.

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Ragavendra Prasad
Now let us look at how marketers can discover more about their customers faster.

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Ragavendra Prasad
So in today's world, customers expect hyper personalization from the brands they interact with, which requires marketers to have a deep understanding of their customers.

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Ragavendra Prasad
However, this knowledge is often locked away in data platforms and managed by data and analytics team accessing this data and analyzing it using SQL queries can take weeks, delaying marketers from delivering the personalized experiences that customers demand.

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Ragavendra Prasad
The exciting new copilot feature in Dynamics 365 customer insights.

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Ragavendra Prasad
Allowed data analysts and marketers to engage directly with customer data using natural language.

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Ragavendra Prasad
This saves time for data analysts, allowing them to type the query in their own words instead of identifying the query in SQL.

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Ragavendra Prasad
This feature democratizes access to insights, allowing marketers to ask questions using everyday language and even receive instant answers without needing to have the knowledge of SQL programming with simple prompts, marketers can explore, understand, and predict customer preferences and needs in near real time, reducing the reliance on the data and analytics team to provide them with customer insights they need.

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Ragavendra Prasad
Copilot enables marketers to create targeted customer experiences.

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Ragavendra Prasad
And interactions that are informed by data driven decisions making with access to natural language data discovery feature in customer insights, they can build confidence by validating and discovering customer insights for their marketing strategies.

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Ragavendra Prasad
For example, a marketer who can ask copilot how many of their customers fit the profile of currently residing in Washington DC who are over the age of 25, who have also attended a promotional event in the last six months with few clicks away, copilot will present the results of the query, including the number of customers that match the attributes or behaviors, as well as other useful information such as customers, lifetime value, product preferences, or average purchase price.

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Ragavendra Prasad
Too Hopewell it in Dynamics 365, customer insights removes the barrier of needing to craft queries in SQL to get the deeper understanding of customers, enabling marketers to speed and scale the delivery of hyper personalized experiences that customers expect.

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Ragavendra Prasad
Now let us look at how copilots presents in dynamics 365 customer insights application area makes a difference.

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Ragavendra Prasad
It says segment suggestions in a snap the work to target the right audience just got easier for marketers as they can now bypass the time consuming process of manually building customer segments with query assist.

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Ragavendra Prasad
A new copilot feature in Dynamics 365 customer insights marketers can now take the guesswork out of targeting the right audience by simply describing the segment in their own words.

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Ragavendra Prasad
From there, the query has this feature builds the segments that these marketers needs, and based on the request and enables them to quickly review and modify the list before the next email campaign.

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Ragavendra Prasad
Is Lee's market has had to rely on that one person in the organization who understands data models and queries to create the target segment, whereas now with generative AI targeting mark it as can now quickly go from planning to execution.

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Ragavendra Prasad
Breast captivating content with ease.

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Ragavendra Prasad
So copilot in dynamics 365 marketing capability content ideas which harnesses the next generation artificial intelligence to offer unparalleled assistance to marketers in their content creation efforts.

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Ragavendra Prasad
Content.

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Ragavendra Prasad
Ideas.

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Ragavendra Prasad
Uses AI to generate content, allowing marketers to save time while still providing engaging and relevant emails for the target audience.

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Ragavendra Prasad
So to create this powerful capability, Microsoft has spent more than 10 months working with hundreds of preview customers, gathering and analyzing marketing emails from the public domain to tune the AI model.

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Ragavendra Prasad
The result is a highly accurate and reliable content idea engine that uses Azure open AI service to generate content.

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Ragavendra Prasad
Ideas that marketers can easily edit personalized and send to their customers with the Copilot.

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Ragavendra Prasad
Content ideas feature marketers can spend less time on copywriting and more time on strategic marketing efforts.

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Ragavendra Prasad
Lastly, create journeys using AI assistance.

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Ragavendra Prasad
So we can now write the journey goals and objectives and natural language and let Copilot create real time journeys for us.

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Ragavendra Prasad
Copilot analyzes or intent, offering insightful suggestions for touchpoints, transitions, and milestones, resulting in a more efficient and creative journey.

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Ragavendra Prasad
Building process for example, if you can type create a journey that sends a welcome email to all customers that are part of loyalty member segment and Copilot generates a Cerny suggestion for us.

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Ragavendra Prasad
So you can edit, modify your journeys by adding or deleting steps or by changing the settings and parameters.

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Ragavendra Prasad
Let's look at the copilot for Customer insights demonstration scenario.

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Ragavendra Prasad
So as you can see the scenario today that I will be going ahead with is to create a segment using copilot to draft a marketing email using copilot and creating a customer journey using copilot and also to make use of the copilot prompts that are already available within the system.

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Ragavendra Prasad
To understand better what navigational help we can gain out of copilot and also to gain best practice understanding from Copilot as well.

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Ragavendra Prasad
Now I'm going to go ahead and share the screen in terms of the environment.

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Ragavendra Prasad
So once we are logged in to the customer insights journey application, we've got these segments area.

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Ragavendra Prasad
So all we need to do is just head to the segments area and if we hit the new segment option on the top, we can see Copilot coming in to play and help us with the feature that we just discussed about which is query assist.

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Ragavendra Prasad
The the query assist feature is available right there for us.

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Ragavendra Prasad
I'm just going to make a A segment based on my own language, right?

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Ragavendra Prasad
So I'm going to go ahead with an example saying contacts based in.

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Ragavendra Prasad
State and SW right?

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Ragavendra Prasad
But that's the segment name that I wanted to provide, and I'm going to use the same for the query assist as well.

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Ragavendra Prasad
So the moment I put in my natural language, as you can see, these are some of the prompts which Copilot is coming to us with O.

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Ragavendra Prasad
It's some of these prompts matches our requirements.

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Ragavendra Prasad
We can go ahead and select that, but in my case I'm going to go ahead with my custom natural language to see how copilot reacts to it.

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Ragavendra Prasad
Though it takes a while and query assists comes up with the result for us.

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Ragavendra Prasad
As you can see, it's coming up with a result here, which is address.

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Ragavendra Prasad
One state province is in an SW right and which is really accurate enough, which I will show you in a while.

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Ragavendra Prasad
So I'm just going to click on the use button and it's going to add that.

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Ragavendra Prasad
Filter into the Group 1 area, which is what I exactly wanted right?

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Ragavendra Prasad
So once we've got that, you know, filter onto the Group One, then it's going to, you know, it's going to be a lot more easier for the marketers to add more and more.

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Ragavendra Prasad
Subgroups or make complex queries with it.

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Ragavendra Prasad
It's just the initial first step where the coparent would help you, but we can go ahead and train copilot in a way that we the more we interact with copilot in terms of our natural language, the better Copilot learns from us.

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Ragavendra Prasad
So that's one way where we can use Copilot.

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Ragavendra Prasad
So if I had straight up to the context period, we can see that the result that copilot is coming back to us with is accurate because one of the records that I've already.

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Ragavendra Prasad
Re update before this demo environment was with the value address value with NSW.

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Ragavendra Prasad
So if I go ahead to the contacts area.

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Ragavendra Prasad
If I open a contact record.

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Ragavendra Prasad
Let's see.

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Ragavendra Prasad
Copilot has done a great job in pulling in the information from the right field, which is address one state province, which is exactly where we had previously stored the state related details.

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Ragavendra Prasad
So the more we train Copilot, the more we interact with copilot, the better Copilot becomes in terms of forming the query assist in segments.

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Ragavendra Prasad
Now let's get to the second scenario of the demo today.

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Ragavendra Prasad
So let's try and form and email, which is a marketing email, and let's see how copilot can help us with that.

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Ragavendra Prasad
So all you need to do is just go hit the new email button on the top and let the platform load up some of the predefined templates which Microsoft has come up with, right?

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Ragavendra Prasad
As you can see, it's loading up all of the marketing templates from the system.

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Ragavendra Prasad
There we go.

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Ragavendra Prasad
So I'm going to go ahead and make use of event invitation one as and template for the demo purpose.

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Ragavendra Prasad
The once the email is loaded up.

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Ragavendra Prasad
Copilot is also enabled on the right hand side.

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Ragavendra Prasad
As you can see over here so.

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Ragavendra Prasad
There is an option on the right hand side that says content ideas.

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Ragavendra Prasad
So this feature of.

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Ragavendra Prasad
Copilot is going to be super useful for marketers, is what I believe the reason is.

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Ragavendra Prasad
Once the email template has come up well like this, you know I want to go ahead and, you know, make changes to the body of the marketing email.

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Ragavendra Prasad
I can very well pick the option, say rewrite, because I might feel as a marketing person that this email to me doesn't seem to be appealing.

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Ragavendra Prasad
I want to make it better or I might want to change the tone of the body of the email and stuff like that.

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Ragavendra Prasad
So in order to do that, Copilot, having its generative AI, can really help us achieve what we want.

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Ragavendra Prasad
So I'm going to go ahead and select the content here and say rewrite and when I click on rewrite it's it's giving me lots of options over here.

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Ragavendra Prasad
So get ideas.

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Ragavendra Prasad
If we hit that, what Copilot does is it goes ahead and rewrites the text for us using the generative AI feature.

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Ragavendra Prasad
Right.

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Ragavendra Prasad
And it gives me top three ideas which Copilot believes that should be used in the marketing email.

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Ragavendra Prasad
As you can see, here's the first idea that it has come up with, and if I'm not happy with it, I can go ahead with the next idea.

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Ragavendra Prasad
Have a read through and there's also another idea which Copilot has come up with.

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Ragavendra Prasad
Right.

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Ragavendra Prasad
So all you need to do is just go ahead and insert text and there we go.

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Ragavendra Prasad
So the new.

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Ragavendra Prasad
Changed content for my marketing email is right there in just a very few clicks.

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Ragavendra Prasad
If I click on rewrite again, I can.

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Ragavendra Prasad
I can do some most OPS with it.

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Ragavendra Prasad
In fact, I can.

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Ragavendra Prasad
I can go ahead and change and update the tone of the email, you know, to to say uh to make it more formal or to make it more casual, etcetera.

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Ragavendra Prasad
And I can also increase the length of the email, so if I feel that that's pretty short, I want it to be a bit more longer.

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Ragavendra Prasad
I can make all of those adjustments with the tone etc, so I'm going to make a change saying that.

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Ragavendra Prasad
Let's update the whole of this content to casual.

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Ragavendra Prasad
See what happens.

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Ragavendra Prasad
So as you can see, there's a couple of more text ideas with the casual tone coming up.

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Ragavendra Prasad
So if I'm happy with one of these ideas right, I can go ahead and click on insert text which makes the changes to the body of the email.

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Ragavendra Prasad
Umm.

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Ragavendra Prasad
If I'm still not happy, I can go ahead and make it shorter, or you know if I want to make it something else, I can change that and click on rewrite so that makes all of that changes again and provides me with the information, right?

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Ragavendra Prasad
So as you can see, it has come up with.

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Ragavendra Prasad
A short the takes for me, right?

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Ragavendra Prasad
So I can do all of these adjustments and tone related adjustments etcetera on the marketing email directly, right?

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Ragavendra Prasad
So which is the most important feature is what I believe, because most of the market as these days tend to spend a lot of time in making all of these uh, draft draft related changes.

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Ragavendra Prasad
Right now the same thing can also be done from the right hand side over here, the same content ideas feature is still available here, but there is a slight difference to the feature on the right hand side.

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Ragavendra Prasad
As you can see, we've got another feature called Key Point.

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Ragavendra Prasad
So key point is something which helps the marketers to.

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Ragavendra Prasad
You know, keep it as a key word or a key point for the users to not miss out from the marketing email and also with what we did previously.

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Ragavendra Prasad
So if I go ahead and look at this, it says highly anticipated AI conference.

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Ragavendra Prasad
So we we would like the system to keep all of these words, such as hiding anticipated AI conference 75, world leading experts, which is readily available here and then you know, but you'll eventually so now etcetera.

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Ragavendra Prasad
So I'm going to add another key point which I feel is also important is the big artificial intelligence word, right?

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Ragavendra Prasad
So I'm going to add that as a key point over here.

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Ragavendra Prasad
So I believe that these are the words that shouldn't be missed out from the email.

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Ragavendra Prasad
And then whatever we did previously on the left hand side on the email editor here can still be done from here as well.

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Ragavendra Prasad
I can go ahead and make the changes to formal or casual etcetera, so I'm going to leave it as formal for this stage and click on get ideas.

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Ragavendra Prasad
So what that does is with the key points that we have asked Copilot to remember, it's going to keep that key points and make the changes to the tone as well.

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Ragavendra Prasad
As you can see, it has come up with all of these ideas for me, and if I'm happy with it, I can just go ahead and add to my draft.

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Ragavendra Prasad
And by doing that, we are again saving a lot of time in drafting marketing emails, right?

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Ragavendra Prasad
So which is the most important feature in my opinion?

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Ragavendra Prasad
And again, we've also got another key feature which is themes and theme related stuff that copilot can help us with.

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Ragavendra Prasad
So what this does is pretty much if we've got hey website for uh for an organization or for a company, what we can do is just take the website URL and put that website to URL over here and click on Fitch style.

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Ragavendra Prasad
So what that does is it goes ahead and reads all of the companies themes such as you know font size, font style, colors, background colors, etcetera.

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Ragavendra Prasad
And comes to us with all of those things already.

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Ragavendra Prasad
So all we need to do is just apply the theme to a marketing email so we don't sort of move away from the company or organization specific things.

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Ragavendra Prasad
So Copilot is also helpful in gathering the themes that a company or organization might be already using, right?

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Ragavendra Prasad
So which is another feature of copilot.

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Ragavendra Prasad
And now let's head to the third scenario of demonstration today, which is journeys right.

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Ragavendra Prasad
But now let's see how copilot would help us or step in from a journeys formation standpoint.

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Ragavendra Prasad
Pretty much the same like what we did in segments and in marketing.

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Ragavendra Prasad
Umm, the emails creation, so it's pretty much the same.

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Ragavendra Prasad
So all we need to do is just describe what we want the journey to do, right?

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Ragavendra Prasad
So the journey is pretty much like the how part.

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Ragavendra Prasad
So now initially we saw segments which is The Who part.

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Ragavendra Prasad
So who are we targeting from a marketing standpoint, we had a look at the emails, which is the what part as in what channel are we going to be following and the last is the how part, which means how are we going to target the segments with the marketing emails.

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Ragavendra Prasad
So that's the three parts to a marketing implementation.

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Ragavendra Prasad
As I always say in all my demonstrations, scenarios.

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Ragavendra Prasad
So now let's look at the last part, which is the journeys.

0:22:23.770 --> 0:22:31.450
Ragavendra Prasad
So again, as you can see, it comes up with all of these pre uh, you know, available prompts to the user.

0:22:31.460 --> 0:22:34.970
Ragavendra Prasad
So we can make use of any of these if that's applicable to us.

0:22:35.540 --> 0:22:42.400
Ragavendra Prasad
If not, we can go ahead and create our own uh, you know example as well, right?

0:22:42.410 --> 0:22:50.940
Ragavendra Prasad
So I'm going to go ahead and select one of these examples, so I'm saying that when a contact registers for a marketing event, send them a reminder email.

0:22:50.950 --> 0:22:57.650
Ragavendra Prasad
If they don't check in for the event, so I feel that this is more of a good journey sample for us for this demo.

0:22:57.660 --> 0:22:59.640
Ragavendra Prasad
So I'm just going to go ahead with that now.

0:22:59.650 --> 0:23:12.560
Ragavendra Prasad
As you can see, it's asking me for a trigger to select because there could be multiple triggers already available in system which Copilot may not be aware of or which one to select for that for that.

0:23:15.480 --> 0:23:16.30
Ragavendra Prasad
Excuse me.

0:23:16.40 --> 0:23:20.790
Ragavendra Prasad
So what we can do is we can help Copilot to decide which trigger we want to go ahead with.

0:23:20.940 --> 0:23:27.230
Ragavendra Prasad
So as we said, we are looking at a scenario where a contact registers for a marketing event.

0:23:27.240 --> 0:23:33.410
Ragavendra Prasad
So I'm looking at marketing event registration creation trigger.

0:23:33.420 --> 0:23:36.490
Ragavendra Prasad
So that's the one that we wanted, which is marketing event creation.

0:23:38.600 --> 0:23:44.730
Ragavendra Prasad
It registration creation event and it's also asking me to select which event I'm trying to look at, right?

0:23:44.740 --> 0:23:51.570
Ragavendra Prasad
So I'm going to go ahead and say one of those events which is already available and click on submit right.

0:23:51.690 --> 0:23:59.330
Ragavendra Prasad
And as you can see on the right hand side, within a few clicks, copilot has actually created a sample journey for us, right?

0:23:59.490 --> 0:24:25.230
Ragavendra Prasad
So all you need to do is just go ahead and click on create journey button and that goes ahead and creates a whole new journey for me like this within just few clicks I can just validate all the information over here if the triggers and if the marketing emails have all been rightly selected and I'm all done to save and publish and we can go ahead, go live with the journey as well.

0:24:26.90 --> 0:24:33.470
Ragavendra Prasad
So which is a lot more, you know, efficient and helps us save a lot of time in forming all of these journeys.

0:24:37.60 --> 0:24:37.400
Ragavendra Prasad
Gives me.

0:24:37.410 --> 0:24:49.50
Ragavendra Prasad
So what we can also do is go ahead and configure a lot of different journeys by using our own natural language without having the need of selecting an existing template.

0:24:49.120 --> 0:25:1.120
Ragavendra Prasad
So Copilot is growing in terms of understanding what we provide as a natural language, processes that and gets to a journey formation like this, right.

0:25:3.10 --> 0:25:13.800
Ragavendra Prasad
And the and then the last scenario that I want to show you today for the demo is trying and understanding how the prompts work in.

0:25:15.740 --> 0:25:18.760
Ragavendra Prasad
The to my insides platform, right?

0:25:19.240 --> 0:25:25.810
Ragavendra Prasad
So to do that, we've already got a Copilot budget on the top right hand side.

0:25:25.900 --> 0:25:32.970
Ragavendra Prasad
So what we do just expand that and we've got a few of the scenarios or prompts readily available for us.

0:25:33.840 --> 0:25:44.600
Ragavendra Prasad
So I'm going to go and click on view prompts and what that does is loads the prompt guide and then you know it comes up with information like this.

0:25:44.700 --> 0:25:48.870
Ragavendra Prasad
So you can ask and learn from Copilot.

0:25:48.880 --> 0:25:58.140
Ragavendra Prasad
Some best practices say if you go ahead with umm, you know, AI driven, personalization of customer experience, how does that work?

0:25:58.230 --> 0:26:0.750
Ragavendra Prasad
So let's see how copilot comes back to us with.

0:26:1.90 --> 0:26:11.830
Ragavendra Prasad
So if you are a brand new marketer studying in a new organization and you're not knowing how customer insights journeys would actually work and how you would want to make AI.

0:26:13.710 --> 0:26:21.60
Ragavendra Prasad
Of use in your journeys and it gives you a fair bit of understanding that AI driven features are available in the app.

0:26:21.230 --> 0:26:30.850
Ragavendra Prasad
You can make use of it for content, ideas, content, rewriting, whatever we saw just now it's it's telling where you can make use of Copilot pretty much on the platform itself, right?

0:26:33.490 --> 0:26:37.200
Ragavendra Prasad
And you know that's that's one of the prompts that I can see.

0:26:37.410 --> 0:26:52.500
Ragavendra Prasad
And also if you are a marketer again trying to understand how you want to manage your compliance based requirements and how would you deal with it, Copilot is going to come back to you with some of the best practices that it thinks you can do as a marketer.

0:26:52.680 --> 0:26:59.110
Ragavendra Prasad
So as you can see, it's saying that journeys provide techniques to manage branding and compliance needs across multi brand businesses.

0:27:0.440 --> 0:27:1.10
Ragavendra Prasad
You know it.

0:27:1.60 --> 0:27:8.350
Ragavendra Prasad
It says that the platform supports a setup of business units and compliance profiles to cater various compliance requirements et cetera.

0:27:8.480 --> 0:27:19.180
Ragavendra Prasad
So it also gives you sort of like an understanding of umm, how you can do and configure things from a compliance requirements perspective.

0:27:19.250 --> 0:27:21.530
Ragavendra Prasad
So these are some of the prompts that are available.

0:27:22.690 --> 0:27:32.640
Ragavendra Prasad
You know readily in the system that you can make use of and learn from uh Copilot, or in fact, even interact with copilot as well.

0:27:33.30 --> 0:27:51.660
Ragavendra Prasad
Right O that's sums up all of my scenarios for today for the demo and I really want to thank all of you guys for attending this session and thank you once more for giving your precious time and I look forward to seeing you guys in another session.