Microsoft introduces HoloLens to businesses via Dynamics 365

21 September, 2018, 18:13 | Author: Sammy Rose
  • Dynamics 365 gives businesses boost with push for new AI and mixed reality apps

The boost to Dynamics may be felt first by its existing customer base - it seems far-fetched that large companies would quickly change their calculus about a CRM tool based on such announcements alone. Microsoft Dynamics 365 AI-powered bots can be trained by call center managers, asserted Navrina Singh, Microsoft AI principal product lead, during a demo.

Branded Dynamics 365 AI, the new features are a clear response to Salesforce, which launched its own AI features under the decidedly catchier brand Einstein back in 2016.

Microsoft commented that Chevron's pilot use of the applications offers a proven example of the new programs' worth to business operations. This allows a field technician wearing the HoloLens headset to work collaboratively with a colleague viewing from elsewhere, who can superimpose guidance on the image so that it is visible to the engineer.

Dynamics 365 Remote Assist.

Microsoft also announced the launch of Dynamics 365 AI for sales, customer service and market insights.

AI for Customer Service, which also will be available in preview this fall, uses Microsoft AI and natural-language understanding technologies to help workers understand where and how to take action based on automatically generated insights.

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These insights are easily extensible through the Microsoft's business analytics service - Power BI, Azure and the Common Data Service, that could enable organizations to address complex scenarios specific to their business. "Then I think once you do that, then it naturally leads to the next use case and the next use case after that".

Previously Chevron was required to fly in an inspector from Houston to a facility in Singapore once a month to inspect equipment. They already have customers, they already have data.

Microsoft and Salesforce are attacking each other again.

One card that Microsoft might have played but has chosen not to on this occasion was to add AI into its financials offering, which would have emphasized its big differentiation against Salesforce, as offering a unified suite across CRM and ERP.

While the Microsoft moves appear effective, industry observers questioned whether they can Microsoft make an impression in Salesforce's massive market footprint, even if they are easier to use, more economical and more intuitive than Salesforce's. To some extent, this is territory where AI is already mainstream and we're getting to the point where this kind of AI capability is table-stakes for any vendor that wants to be taken seriously.


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