Customer feedback is a goldmine, but it’s often locked in disparate systems, support tickets, survey responses, and social media comments. However, the challenge isn’t collecting this data; it’s how businesses translate it into a product roadmap that resonates.
That is where AI business applications change the game. They move us from reactive support to proactive product development.
Microsoft solutions, Azure OpenAI, and Dynamics 365 Copilot, analyze feedback across your channels. They identify critical patterns and customer sentiment, transforming raw data into a clear blueprint for feature development.
How It Works
This involves a connected system that understands and acts based on in-depth analytics.
1. Centralize the conversation
Dynamics 365 Customer Service gathers feedback from emails, chats, social media platforms, and calls. That eliminates data silos and creates a complete customer profile. See it as giving your organization a memory of every customer’s interaction.
2. Analyze with AI
Once centralized, Azure AI processes this data, using:
- Natural Language Processing (NLP): It interprets the nuances in customer language, understanding context and meaning.
- Sentiment Analysis: This gauges the emotional tone behind feedback, while opinion mining identifies the specific features customers mention, like checkout process or mobile app speed.
- Azure OpenAI: It analyzes unstructured data, such as support call transcripts, to pinpoint root causes of common issues.
3. Generate and prioritize actionable insights
Analysis means little without a clear direction. That is where Microsoft Copilot and Power BI come into play:
- Dynamics 365 Customer Insights and Copilot summarize key issues and even suggest solutions, pulling from your knowledge bases. This provides your product teams with sentiment scores and specific feature mentions, ready for review.
- Power BI integrates with these AI services to visualize trends. Your team can ask questions in plain language. For instance, “show me the most common complaint last quarter,” and receive immediate, intelligent summaries to guide prioritization.
4. Automate your workflow and close the loop
This connects insight to action, creating a responsive development cycle. Power Automate, as the name implies, automates workflows. For instance, when a negative feedback trend reaches a certain threshold, it can automatically generate a work item in Azure DevOps for your product team.
This ensures the most critical customer-driven features enter your development pipeline immediately. You can also automate responses to customers, acknowledging their feedback and informing them that their voice has directly influenced the roadmap.
Core Microsoft AI Tools at Your Disposal
- Microsoft Dynamics 365 provides the foundational CRM and customer data platform.
- Microsoft Copilot acts as your AI assistant, embedded across applications to analyze, summarize, and suggest.
- Microsoft Power Platform (Power BI, Power Automate) enables you to build custom solutions, visualize data, and automate processes based on AI-driven insights.
- Azure AI Services offer the machine learning and language models that power the entire intelligent system.
Executing Your Vision with a Certified Partner
Implementing AI-driven strategies requires expertise. You need a partner that understands the technology and the stringent security requirements of enterprise data.
INFINION is now a Microsoft Copilot Jumpstart “Ready” Tier Partner, equipped with the technical proficiency to deploy these AI solutions efficiently. Furthermore, our recent ISO 27001 Certification validates our commitment to information security, ensuring that the systems handling sensitive customer data meet internationally recognized standards.
