Microsoft Enhances Dynamics 365 with AI Agents

Microsoft is enhancing Dynamics 365 by integrating new AI capabilities, aiming to streamline workflows and improve customer experiences across various sectors. The updates are part of a broader strategy to position Copilot as the user interface for enterprise AI, expanding 'business process agents' in sales, service, and contact center operations.

The enhancements include new agents for sales, service, finance, and supply chain management, designed to automate tasks and provide real-time insights. Notably, the Quality Evaluation Agent in Dynamics 365 Customer Service and Contact Center will be available from October 24, offering supervisors a real-time view of service performance across human and AI interactions.

Additionally, the Case Management Agent, Customer Knowledge Management Agent, and Customer Intent Agent will be generally available, simplifying case routing, knowledge sharing, and customer understanding. Microsoft is also launching standardized AI benchmarks to measure agent performance across metrics such as accuracy and relevance.

Early testing showed that the Sales Research Agent in Dynamics 365 outperformed OpenAI's ChatGPT-5 and Anthropic's Claude Sonnet 4.5 in composite quality scores. This development highlights Microsoft's commitment to integrating AI into every customer interaction, aiming for a unified data and automation strategy.