Microsoft folds Sales, Service, Finance Copilots into 365

"The theory is that by integrating Copilot into specific sectors of an organization, a sales team can request information such as a list of deals at risk of falling through, service teams can more effectively find resolutions to customer queries, and the finance department can streamline tasks like financial reconciliation. As Directions on Microsoft's Mary Jo Foley noted, an awful lot of it appears to be fiddling with the branding of products previously sold as individual Copilots."

"They weren't cheap. Copilot for Sales was $50 per user per month, with an annual commitment, but at least customers would get Microsoft 365 Copilot to sweeten the deal. Reports emerged last week that Microsoft was planning to bundle the Sales, Service, and Finance Copilots into the $30 per user per month Microsoft 365 Copilot, addressing some of the Copilot fragmentation within the company and the possible issue of customers balking at pricing."

"The branding tweaks are small. Foley said: "Until this week, Microsoft also had begun rebranding its Copilot for Service as 'Microsoft 365 Copilot Service Agent.' But now that branding seemingly has changed to 'Microsoft 365 Copilot for Service.'" The changes reflect a recognition that Microsoft's Copilot-all-the-things approach might be confusing. After all, its historic practice of slapping "Copilot" on a product hasn't necessarily meant the product had anything to do - technically or otherwise - with its siblings in the Copilot stable."

Microsoft added role-based AI solutions to Microsoft 365 for sales, service, and finance. The integrations let sales teams request lists of at-risk deals, enable service teams to find customer resolutions faster, and help finance teams streamline tasks like reconciliation. Several industry-specific Copilots previously existed, including Copilot for Sales, Copilot for Service, and a Finance agent that remained in preview. Copilot for Sales cost $50 per user per month with an annual commitment. Microsoft moved to bundle the Sales, Service, and Finance capabilities into the $30 per user per month Microsoft 365 Copilot and simplified product naming to reduce customer confusion.

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