Using Copilot in Customer Insights – Journeys

Microsoft Copilot provides AI assistance across the Dynamics 365 ecosystem and Microsoft 365 applications. In Customer Insights – Journeys, Copilot features are available within the Real-Time Journeys experience and are designed to give marketers a better starting point when creating emails, segments, and customer journeys.

Generating email content ideas

Within the email designer, Copilot can help generate draft content when you know what you want to communicate but are not sure how you want to write it. Open the Content Ideas area and enter three to five key points you want the email to cover. You can also select a desired tone of voice and view example points for different message types, such as events or promotions. Once your key points are entered, select Get ideas. Copilot generates several options you can review. If the results do not fit what you intended, adjust your key points and regenerate the suggestions. When you find an option you like, you can add it to the email by dragging and dropping it into the designer or selecting Add to my draft. Review the generated text for placeholders, dates, company names, or other details that still need to be completed.

Using your organization's previous emails

By default, email ideas are generated using Microsoft's general model. You can also configure Copilot to use your organization's previous emails to better understand your organization's style. Copilot needs at least 20 previous emails in the Ready to send or Live states before it can analyze them. After this feature is enabled and the training is complete, an option becomes available that lets you incorporate your organization's previous emails into content generation along with the key points you provide. Regardless of which option you use, always review AI-generated copy and make edits where necessary. Copilot is most useful as an assistant for initial idea generation rather than a replacement for a human copywriter. Adding your organization's personality and brand voice remains an important part of the process.

Additional Copilot features for emails

The class also demonstrates three email features that were in preview at the time of recording:

• Image recommendations: Copilot can recommend images while you are adding or replacing an image in an email.
• Content rewrite: From a text box, Copilot can suggest ways to rewrite content, including changing its tone or making it shorter or longer.
• Theme assistant: You can provide a website URL and have Copilot generate suggested email theme colors based on that website.

Because these features were presented as previews in the class, they may not represent the final product experience.

Creating segments with Query Assist

Copilot can also make it easier to get started with segments in Real-Time Journeys. Query Assist lets you describe part of your desired audience using natural language. For example, you could ask for contacts that recently opened an email. Copilot interprets the request and generates a corresponding piece of the segment that you can add to the segment designer. You can then complete any remaining details, such as identifying the specific email you want the segment to reference.

Understanding and improving your segments

Copilot can do more than help create segment filters. The Explain My Segment feature analyzes the filters you have configured and describes them in more natural language. This can make it easier to check whether the segment actually represents the audience you intended to create, especially when it contains multiple AND, OR, or exclusion conditions. Suggested improvements can also identify potential redundancies or conflicting filters. You can continue using natural-language descriptions to create individual blocks within the segment, then make adjustments in the designer as necessary.

Creating customer journeys with Copilot

Copilot provides a similar natural-language experience when creating customer journeys. When you begin a new journey, you can describe the journey you want to create or select a provided scenario, such as an event registration and check-in reminder. Copilot may ask for additional information, such as the trigger you want to use or whether the journey applies to a specific event. It then provides a written description and preview of the proposed journey. Once you create the journey, its initial steps appear in the designer. You can then finish the configuration by selecting the appropriate emails, reviewing branches and conditions, and adjusting other details.

Use Copilot as a starting point

Copilot can reduce some of the initial work involved in creating emails, segments, and customer journeys. This can be especially useful for smaller marketing teams with fewer resources available for day-to-day marketing activities. However, AI-generated content and configurations should always be reviewed. As your segments and journeys become more complex, carefully check the output to make sure it matches your intended result. Copilot works best as an assistant that helps you get started. Human review, editing, and brand knowledge are still important for producing accurate, effective marketing experiences.