From time savings to growth: how Dynamics 365 Copilot transforms sales & marketing
AI is no longer a nice-to-have for sales and marketing teams. It’s fast becoming the defining factor between businesses that grow and those that fall behind
AI-powered customer service
what Copilot brings to your customers and your business
What if every customer interaction started with your service team already knowing the context, the customer’s mood, and the best next step to take?
That’s the promise of AI in customer service. Today, customers expect instant responses, personalized support, and seamless service across every channel, from email to chat to phone. For many organizations in manufacturing, services, and distribution, the contact center has become the frontline of the customer experience. Yet service teams are under constant pressure: case volumes are rising, product complexity is increasing, and service teams are expected to deliver more with fewer resources.
Microsoft Copilot in Dynamics 365 Customer Service offers a way to meet this challenge. Rather than adding more manual work or investing in disconnected tools, it brings AI directly into the systems your teams already use. Copilot becomes an assistant that helps customer service professionals resolve cases faster, ensures consistent quality, and provides leaders with sharper insights.
Why Copilot in customer service?
Customer service teams often struggle with fragmented information. Emails come in via Outlook, calls through a telephone system, chats via a portal. And no one seems to have the full picture. “The biggest issue many companies face is that they don’t know what problems are actually coming in,” explains Nico De Clercq, Customer Service expert at 9altitudes. “Support is spread across too many channels. Without visibility, you can’t improve.”
Copilot addresses this by consolidating communication, creating cases automatically, and surfacing relevant knowledge. The result: more efficient teams, more professional answers, and a better experience for customers.
As Sybren Mooij, Business Director Customer Engagement at 9altitudes, points out: “Customer Service is one of the domains where AI creates a lot of value. It’s all about communication, and AI is extremely strong at understanding, analyzing and generating text.”
Key benefits of Copilot in Dynamics 365 Customer Service
It’s the question every executive asks sooner or later: is Copilot in Dynamics 365 more than a shiny feature? Looking at recent projects and Microsoft’s own development path, the benefits are hard to ignore.
- Efficiency & time savings: Service staff spend less time on manual work. Copilot automatically creates cases from incoming emails or chats, generates summaries, and drafts replies, allowing staff to focus on complex interactions.
- Better knowledge management: Copilot suggests knowledge base articles when similar issues appear again. Instead of reinventing the wheel, organizations build up a growing library of proven solutions.
- Centralized customer view: Because Copilot is natively integrated in Dynamics 365, it provides a 360° view: past cases, open opportunities, previous interactions. Executives get reporting based on consolidated data instead of fragmented systems.
- Multilingual support: AI-powered translation removes barriers in international contexts. Customers can ask questions in their own language, and agents receive and respond seamlessly. In one European service organization, Copilot reduced case handling time by 15%, because Copilot enabled them to respond in multiple languages, says Sybren.
- Reporting & insights: Copilot can enrich Power BI reporting with sentiment scores, case resolution rates, and customer satisfaction insights, which provides management with actionable intelligence.
Beyond these advantages, the bigger picture is a more professional, customer-friendly experience, which ultimately drives loyalty. Faster resolution and better service increase Net Promoter Score (NPS), reduce churn, and improve first-contact resolution, all core KPIs for service executives.
How to use Copilot in Customer Service
While benefits are important, service teams also want to see real use cases. Here’s where Copilot already proves its value:
- Automatic case creation & classification: Incoming emails and chats are analyzed. Copilot creates structured cases, categorizes them, and assigns priorities, which saves service teams from repetitive admin.
- Smart routing: Instead of going to the wrong inbox, cases are routed directly to the right expert. “If an email is about product A, Copilot can automatically send it to the agent who knows that product best,” says Nico.
- Sentiment analysis: Customer interactions can be scanned for frustration or satisfaction. Managers can see how many cases end positively, improving quality monitoring.
- Next best action: Copilot suggests follow-up actions, like checking stock in ERP, ordering spare parts, or scheduling a technician, based on historical cases.
- Case summaries: Before calling back, agents receive a concise summary of the full customer history. This makes every conversation more informed and professional.
These examples show that Copilot is not futuristic hype. It is already changing the way service teams work today.
The 9altitudes perspective
At 9altitudes, we believe Copilot in Dynamics 365 Customer Service is not just about speed, but about raising the overall quality of customer interactions.
“Time savings are nice,” says Nico,“ but the real value is efficiency and professionalism. If an AI-suggested article helps you answer right away instead of calling back later, that’s not just faster, that’s better service.”
The good news is that Copilot makes AI adoption simple and accessible for service teams, without big investments. For Sybren, the vision is clear: “The barrier to adoption is lower than ever. It’s available out of the box, integrates seamlessly, and lets you begin with small steps that show immediate value.”
With deep experience in manufacturing, wholesale, and service industries, 9altitudes helps organizations map their communication flows, choose the right scenarios, and configure Copilot for maximum impact. Our pragmatic approach ensures that executives translate technology into tangible business value.
Ready to take your next step in AI?
Copilot in Dynamics 365 Customer Service delivers on the promise of AI: faster processes, better insights, and improved customer experiences. It doesn’t replace people, but empowers them, helping companies scale service quality without scaling headcount.
And for those still on the fence about AI, the message is simple: start small, experience the benefits, and then scale. AI in customer service is no longer a futuristic vision. It’s a competitive advantage you can deploy today.
Curious how Copilot in Dynamics 365 Customer Service can boost your customer service? Let’s talk