US-based Microsoft has launched Sales Agent and Service Agent as generally available tools within Microsoft 365 Copilot and Dynamics 365, designed to reduce time lost switching between applications and improve the quality of customer interactions for sales and service teams, according to IT Brief UK.

The tools use Work IQ and Dynamics 365 data to surface account, deal and case information within the applications staff already use, including Outlook, Teams, Copilot and Dynamics 365. Sales Agent enables staff to retrieve account summaries, opportunity details and records of previous meetings using natural language prompts, draft emails based on sales data, capture notes after conversations and update CRM records without leaving their existing workflow.

Service Agent is positioned similarly for customer support teams, generating case summaries, suggesting next actions, drafting customer emails with resolution details and updating records as work is carried out. Copilot in Dynamics 365 Sales and Copilot in Dynamics 365 Customer Service are now generally available, allowing the same agents to work across both Microsoft 365 and Dynamics 365 environments while maintaining consistent customer context.

Microsoft cited IDC research indicating organisations achieve an average return of $3.70 (€3.20) for every $1 (€0.87) invested in generative AI. It also referenced Gartner research showing that sales organisations using AI-enabled next-best actions are 2.6 times more likely to achieve commercial growth, and Gartner forecasts that agentic AI will autonomously resolve 80% of common service issues without human intervention by 2029, reducing operational costs by 30%.

Silvana Zafarana of Sandvik Coromant said: "Sales Agent represents an important step in our broader agentic journey. It helps transform data into guidance at the moment of need, supporting better decisions and more meaningful customer engagement."

A representative from Northern Trust said of Service Agent: "What excites us about Service Agent is the move from reactive search to proactive intelligence. When teams can begin the day with the right context, dependencies and handoffs already surfaced, and act on that trusted context from one place, it changes how service work gets done."

Microsoft also introduced Dynamics 365 Sales and Dynamics 365 Customer Service plugins for Copilot Cowork, designed for collaborative team workflows spanning complex deal management, case reviews, escalations and customer health programmes.