New AI capabilities across business apps

CRM, contact center, and business process AI innovations give partners more ways to deliver customer outcomes.

Impacted audience

Partners building AI, CRM, customer service, contact center, and business process transformation solutions with Microsoft technologies.

Move customers from AI experimentation to measurable business outcomes with new Microsoft innovations across customer relationship management (CRM), support, and business process automation. These capabilities power new ways to deliver AI-powered solutions, accelerate customer value, and expand transformation engagements. Together, they support three key areas: moving from customer signals to business outcomes, reinventing business processes with agents, and modernizing contact centers with AI.

Key highlights include

• CRM in the flow of work: Surface customer context, insights, and actions directly in Microsoft Teams, equipping organizations to work across customer data and workflows without switching applications. In public preview from October 8, 2026.
• Sales Development Agent: Autonomously research prospects, personalize outreach, follow up, and qualify leads so sales teams can scale capacity and increase productivity. In public preview from October 8, 2026.
• Service Agent: Bring customer context, knowledge, and guidance into Microsoft 365 applications to support service delivery, follow-up actions, and collaboration across teams. In public preview from October 8, 2026.
• Sales and Service Skills: Reusable Dynamics 365-powered skills that enable sales and service expertise to be incorporated into Copilot, Cowork, and custom agents. Generally available from October 8, 2026, in Copilot and Cowork; public preview from October 8, 2026, in Autopilot.
• Agent Accounts in Copilot Studio: Build and manage agents for recurring business processes with governance, permissions, triggers, and business process memory, powering scalable automation across teams. In private preview from October 15, 2026.
• Microsoft Contact Center Intelligence: Add Microsoft AI and agents to existing contact centers without rip-and-replace; helping organizations deliver conversational self-service, quality insights, and enterprise-grounded actions across voice and digital channels. In public preview from October 21, 2026.

Next steps

• Explore upcoming launch resources and identify opportunities to incorporate these capabilities into customer AI transformation, CRM modernization, business process automation, and contact center engagements.
• Prepare customer conversations around how AI can improve business outcomes without disrupting existing operations and identify opportunities to incorporate these capabilities into customer AI transformation, CRM modernization, business process automation, and contact center engagements.