Microsoft is rolling out a new wave of AI-powered agents in its Dynamics 365 suite—tools designed to take the grind out of everyday business tasks and help companies make faster, smarter decisions.
These agentic applications are already shaking up sales, customer service, and finance, turning traditional systems into intelligent partners that can spot opportunities, fix problems, and even close deals.
Over the past year, Microsoft has launched more than a dozen of these digital helpers, with more on the way. In customer service, the Quality Evaluation Agent (available October 24, 2025) uses AI to monitor nearly every customer interaction—human or automated—to spot issues and improve service quality. It’s joined by several other agents, including Case Management, Customer Knowledge Management, and Customer Intent Agents, all aimed at keeping service smooth and responsive.
Helen Vahdat, Chief Information Officer at yourtown (Kids Helpline), said:
“By adopting agents in Dynamics 365 service solutions, we’re making every interaction faster and more empathetic… In our fundraising unit, we’re also exploring how agents can manage inbound calls to reduce abandonment rates from 20 to 30% to under 5%—directly lifting revenue streams that fund vital services.”
The Sales Close Agent is going into public preview on October 25, 2025, which helps sellers prioritise top deals and speed up transactions. New additions to Dynamics 365 Sales also include the Sales Research Agent and Sales Qualification Agent, both designed to boost win rates and productivity.
In finance and supply chain, tools like the Account Reconciliation Agent and Supplier Communications Agent are cutting through red tape by automating routine tasks.
Wolfgang Bauer, ERP Team Lead at Haas Baumanagement GmbH, said:
“The Account Reconciliation Agent pilot sharpened our team’s understanding of AI in practice and paved the way for a confident move toward the Supplier Communication Agent where we see clear potential to drive efficiency and enhance collaboration.”
To make it easier for firms to get started, Microsoft is bundling 1,000 Copilot Credits per user per month into its new Premium Dynamics 365 packages from November 2025—letting businesses test-drive these agents straight away.
Microsoft is also introducing new benchmarks to measure how well its AI performs. The Sales Research Bench, for instance, scored the Dynamics 365 Sales Research Agent higher than both ChatGPT-5 and Anthropic’s Claude Sonnet 4.5 in recent tests.
Meanwhile, Microsoft Copilot—already built into Dynamics 365—continues to automate everyday tasks like summarising sales leads and drafting emails, freeing staff to focus on what really matters.
At Grand & Toy, Copilot is already making a difference, offering real-time insights and sentiment analysis to improve customer service.
And at Banco PAN, integrating Dynamics 365 with Microsoft Dataverse has been a game-changer.
“Our operators now have immediate access to the customer’s history and can resolve issues more quickly,” said Tulio Prado, the bank’s Service Superintendent.
With its expanding suite of intelligent agents, Microsoft says it’s ushering in a new era of “agentic business”—where AI doesn’t just record what’s happening, but helps make it happen.
